client service strategy Archives - Page 2 of 4

The Strategic Evolution Of Advice Firms

by Tony Vidler The evolution of advice firms into different service and revenue models is happening already of course, but the majority of financial advisory firms appear to still be trying to figure out what the next evolutionary step might be. There’s a classic cartoon that shows the way forward for those advice firms when […]

Do you actually have a Strategy?

by Tony Vidler Nearly every financial services firm says they have a strategy. Which is remarkable really, as creating a competitive strategy is actually difficult usually. Especially if you don’t know what “strategy” is to begin with. Many practices have a plan, and that plan is usually full of tactical decisions and thinking. […]

Be like the Private Banker in order to become invaluable

by Tony Vidler To become invaluable, emulate “the Private Bankers” when it comes to combatting the multiple pressure points of rising consumer expectations, technology-driven and cost-focussed solutions, and the trend for “self management” in all things by clients. We are told repeatedly that it is not that far away from AI being able to emulate […]

The Cyborg Practice: Blending Robos With Advice

by Tony Vidler Future advice practices will be cyborgs; blending robos with advice. Robotic product and solution delivery together with humans managing relationships and working on strategy will be the single commercial “organism”. You see, I am convinced that robo-advice models will succeed and prosper. I am also convinced that human advisers will […]

Where will the greatest disruption to your practice come from?

by Tony Vidler Disruption has long been a feature of financial services distribution. Disruption constantly occurs with new market entrants, product innovation, shifting strategic focus on the part of suppliers in relation to control or autonomy of distributors….but disruption has typically come from within the industry itself. Some years ago I read a piece […]

Taking Charge Of Our Digital Moments Of Truth

by Tony Vidler So much is done via digital engagement today by our clients and prospects that there literally hundreds of “digital moments of truth” for our practice on a daily basis. A “moment of truth” is that instant during interaction with our firm when a customers expectations are tested. The rise of digital interaction […]

This 1 Thing Could Lose You More Than 50% Of Your Clients

by Tony Vidler For just about any practitioner to lose clients is bad, but losing 50% or more of their clients in a year would be a disaster. It is enough to jeopardise a practice entirely of course, but even in a best case scenario it will hurt horribly, and for quite a long […]

Maybe Financial Advisers Could Be Selling Coffee?

by Tony Vidler Do you remember when petrol stations competed on client service? Fundamentally they were all selling the same basic commodity, at about the same price, to anyone who drove up. That included the regulars who lived in the area and who had high lifetime value and the out-of-towners cruising through who just needed […]

Client Focus or Compliance Focus?

by Tony Vidler I support a compliance focus 100% ….but I support a client focus 100% too. All too often it is impossible to achieve 100% for both simultaneously though. Where does a professional compromise? Or does one not compromise? I think this picture captures the challenge of delivering compliant “best […]

Using Practice Technology As A Competitive Advantage

by Tony Vidler Everyone is looking for a competitive advantage, an edge over the firms offering similar services. Often those competitors are offering essentially the same services, with the same processes, and the same infrastructure…but…how one implements and uses practice technology is an area that often has untapped potential to provide business advantages. […]

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