customer value Archives

Who are your most valuable clients?

by Tony Vidler It may seem an obvious question however understanding who the most valuable clients are to a firm is not always as simple as it seems. There is often an innate understanding of who they are however it is often not underpinned by any analysis or hard data. Even when it is […]

Not all clients are equal…well, not equal value anyway

by Tony Vidler Let’s talk about one of those elephant in the room things: not all clients are equal for a professional service firm. As human beings they might all be equal, but as clients they are not. Each client relationship has a commercial value….and a commercial cost. Each therefore has varying profitability, and […]

When clients say “too expensive” there is a value gap

by Tony Vidler If there is one objection which continually gets professionals in a tangle it is the client who says “it’s too expensive”. When a client says “too expensive” YOU you haven’t done your job…there is a gap between the value being delivered and value being perceived by the client. A value gap […]

A Value Creation Model For Advisory Firms

by Tony Vidler Challenging times test whether we are truly delivering value, and whether we have a good value creation model for the advisory firm. Is the practice focussed upon the areas where it can improve in its value delivery to clients…does it even know which areas they are? Where do we need to […]

Some Advisory Firm’s Are “Going Out Of Business” Without Even Realising It

by Tony Vidler I have a strong sense that a lot of advisory firms are “going out of business” at the moment and don’t even realise it. For a very long time markets were going well, and commission and fee rates were at the high end of the scale, and there were plenty […]

A surefire way to get a Prospect to choose You!

by Tony Vidler You are ALWAYS competing to have the next prospective client choose you. In fact, even with existing clients who are still deciding on whether to follow the next piece of advise, there is a decision being made about whether to choose to follow it…or choose “you” as it were. We are […]

Valuing the TIME you save for clients

by Tony Vidler Valuing time is something we all do…or know we should do. And one of the most valuable things that financial advisers do for clients is to save the clients own time. How powerful would it be to quantify that in dollar terms for a client? Everyone knows the maxim […]

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 […]

What Problems Do You Solve?

by Tony Vidler In the struggle for professionals to define a value proposition asking “What problems do we solve?” is probably the best place to begin. It is a simple question for sure, but it cuts to the chase. It helps us zero in on what it is we actually achieve for clients. We can […]

WHERE do you add value?

by Tony Vidler In the continual search for differentiation strategies and creating a strong sense of “value received” by clients one of the ways to think about how to stand out is to consider where you choose to try and add value in the prospects buying path. There are a number of fairly […]

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