This document provides guidance on developing a compelling client proposition. It outlines exercises and tools to help advisers understand what clients need, want and value. The exercises guide advisers to map their client journey, identify what clients currently get and don't get, and define their ongoing client relationship and review process. The document stresses the importance of focusing the client proposition on clear benefits for clients. It also recommends testing the proposition with clients and refining it based on their feedback.
Improve each stage of your sales cycle and boost sales numbers with these eff...Zoho SalesIQ
Sales tactics to help improve your sales conversion amidst the growing competition.
From this presentation, you'll learn how to:
* Increase the quality and quantity of your leads
* Build credibility among them
* Boost your chances of establishing contact
* Get prospects to buy from you
* Ensure steady sales growth from existing customers
* And, finally, how to handle the dreaded "No"
Here's the YouTube link to the webinar recording- https://youtu.be/7l9dRhnkiWs
Improve each stage of your sales cycle and boost sales numbers with these eff...Zoho SalesIQ
Sales tactics to help improve your sales conversion amidst the growing competition.
From this presentation, you'll learn how to:
* Increase the quality and quantity of your leads
* Build credibility among them
* Boost your chances of establishing contact
* Get prospects to buy from you
* Ensure steady sales growth from existing customers
* And, finally, how to handle the dreaded "No"
Here's the YouTube link to the webinar recording- https://youtu.be/7l9dRhnkiWs
6 Suggestions to Tackle Customer Experience in Times of CrisisSogolytics
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly.”
- Eric Philip Cowell
Turn your website into a marketing machineMarsha Sanders
Practical guidelines and examples to market effectively on your website. Three key themes: be strategic, use a marketing lens, and target the old part of the brain.
Consultative selling is a need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
Slides for a two day workshop in Shanghai for a multinational client. Contrasting a product vs. a customer oriented company. Utilizing the Business Model Canvas and IBM Studies to create an awareness for building a value proposition and customer centricity.
5 Steps Guide to Building a Customer Centric CompanyCustomericare
Many companies claim to be customer centric nowadays but very few really are. Here's a simple guide to help you be one of the few truly customer-centric companies out there.
Bonus: checklists to download, print and share (no email needed, just grab them in the slides)
These are slides from the ADPList mentoring session.
https://app.adplist.org/dashboard/sessions/details/how-to-measure-and-communicate-the-impact-of-ux/about
A timeless question and heavily debated one. I have been dumbfounded, defensive, even taken offense to this question in my career. With experience and willingness to revisit my opinions, I have learned that this complex question requires a considered response.
Join this session if you want to explore the intent behind the question, the role of the product's maturity, the useful approaches to calculate the impact, the challenging circumstances, and craft a thoughtful point of view.
By the end of this session, you should feel ready to discuss this question with empathy, confidence, and conviction.
Ensure Customer Success with Voice of the CustomerGainsight
Did you know? 59% of companies believe that their VoC strategy will reduce customer churn yet only 10% of companies have fully deployed programs.
The challenges are numerous – from non-representative responses to no followup levers. Fortunately, Customer Success strategies have emerged to provide the natural complement to close the loop on VoC programs.
In these slides, we cover:
+ How VoC can be a leading indicator of customer success and growth
+ What VoC strategies are necessary for your business structure, response goals, and customer segments
+ How to make VoC data representative and actionable within a Customer Success solution
Presentation on Heart of the Sales, Close or lose, Believers are closer's, closer's own what they sell, Can't afford it, Encouraging closure, Emphasis benefits, Avoid win-lose situation, Split the differences, Suggest alternatives, Assertive Vs Aggressive, Closing is a learned skill, Body Language, Non verbal behavioral aspects, Read the face, Buying signals, Closing skills, The big sales mistakes, Post sales.
6 Suggestions to Tackle Customer Experience in Times of CrisisSogolytics
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly.”
- Eric Philip Cowell
Turn your website into a marketing machineMarsha Sanders
Practical guidelines and examples to market effectively on your website. Three key themes: be strategic, use a marketing lens, and target the old part of the brain.
Consultative selling is a need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
Slides for a two day workshop in Shanghai for a multinational client. Contrasting a product vs. a customer oriented company. Utilizing the Business Model Canvas and IBM Studies to create an awareness for building a value proposition and customer centricity.
5 Steps Guide to Building a Customer Centric CompanyCustomericare
Many companies claim to be customer centric nowadays but very few really are. Here's a simple guide to help you be one of the few truly customer-centric companies out there.
Bonus: checklists to download, print and share (no email needed, just grab them in the slides)
These are slides from the ADPList mentoring session.
https://app.adplist.org/dashboard/sessions/details/how-to-measure-and-communicate-the-impact-of-ux/about
A timeless question and heavily debated one. I have been dumbfounded, defensive, even taken offense to this question in my career. With experience and willingness to revisit my opinions, I have learned that this complex question requires a considered response.
Join this session if you want to explore the intent behind the question, the role of the product's maturity, the useful approaches to calculate the impact, the challenging circumstances, and craft a thoughtful point of view.
By the end of this session, you should feel ready to discuss this question with empathy, confidence, and conviction.
Ensure Customer Success with Voice of the CustomerGainsight
Did you know? 59% of companies believe that their VoC strategy will reduce customer churn yet only 10% of companies have fully deployed programs.
The challenges are numerous – from non-representative responses to no followup levers. Fortunately, Customer Success strategies have emerged to provide the natural complement to close the loop on VoC programs.
In these slides, we cover:
+ How VoC can be a leading indicator of customer success and growth
+ What VoC strategies are necessary for your business structure, response goals, and customer segments
+ How to make VoC data representative and actionable within a Customer Success solution
Presentation on Heart of the Sales, Close or lose, Believers are closer's, closer's own what they sell, Can't afford it, Encouraging closure, Emphasis benefits, Avoid win-lose situation, Split the differences, Suggest alternatives, Assertive Vs Aggressive, Closing is a learned skill, Body Language, Non verbal behavioral aspects, Read the face, Buying signals, Closing skills, The big sales mistakes, Post sales.
Need greater visibility into your sales funnel? See what reports top sales leaders use to manage and grow their pipeline and how you can make these insights your own.
Watch the session video: http://bit.ly/1MnIif1
Presented at 2016 TOCICO International Conference, Leesburg, VA, USA. Suggested practical approaches to improve sales performances: A design of Visual Board for managing Sales Pipeline, reinforcing Closing Initiatives, Development of Good Offer.
Authored by John Hamilton, this presentation focuses on how to move through the sales pipeline. Issues covered include where to source sales lead, how to engage your audience, and how to manage your pipeline.
John Hamilton is an accomplished executive with over 25+ years experience managing early stage startups to acquisitions and IPOs. John has vast sales and marketing expertise that has spanned several well known Boston based companies from Stratus Computer, EMC, FTP Software, Concord Communications, Phase Forward, Softricity (sold to Microsoft for $265M), XKoto and Viewfinity. His ability to scale companies has yielded significant returns for shareholders across the board.
Whether we have a 3 day sales process or a 3 month sales process, we all need to manage our pipeline of sales. Here is a quick and easy way to understand what it is, how it can help and how you can manage your revenue using it.
A look at the sales funnel and what marketing channels are appropriate at what stage.
Check out Trada Reviews here: http://www.trada.com/trada-reviews/
If you sell to the corporate marketing, having a strong value proposition is critical.
It helps you set up meetings with crazy-busy prospects. And, it helps them understand the value they get from changing from the status quo -- something they're loathe to do.
In this presentation, you'll discover how to craft powerful, customer-enticing value propositions that change everything.
How to Create a Strong Value Proposition Design for B2B - It's all about the ...Daniel Nilsson
You need to stand out in 3 seconds - The competition is fierce and you need to be able to catch interest in less than 3 seconds and then keep it. This is true no matter if you are creating a message for a presentation, the web, a speech or a video.
Most likely you do the following misstakes today
- You start a presentation with a company overview
- You start a presentation about your product
- Your webpage is all about your product
ä You have more then 10 words on your power point slide
Tools the super professionals use will be yours
In this presentation you will learn how to create amazing B2B Value Propositions Designs that will not only say what you need to say but will catch the interest of the person you are trying to reach in a totally new way. I will show you 4 tools that the super professionals use and how to use them.
I created this presentation after doing extensive research on how to create a strong value proposition. The data I have reviewed are from marketing experts, Gartner, reports and my own personal experience creating value propositions.
The purpose of the presentation is to share my conclusions on how to build a strong value proposition.
Please feel welcome to share your thoughts, insights or comments. I love feedback. You can send an email to info@daniel-one.com or visit my webpage www.daniel-one.com. I look forward to hear from you.
Some pictures can be a bit blurry when you view the presentation directly from the web. To view a high quality version of the presentation simply download it. If you have any questions please don't hesitate to contact me at www.daniel-one.com
How to Start a Day in a Good and Happy Way
Waking up to see another day is a blessing. Don't take it for granted. Make it count and be happy that you're alive.
Every day is a new day and even if something was wrong yesterday, we can get it right today
Yesterday is gone. Tomorrow has not yet come. We have only today. Let us begin.” ― Mother Teresa
When you open your eyes take a half-smile and then give yourself a good morning wish to fully wake up.
http://howtobehappy.guru/how-to-start-a-day-in-a-good-and-happy-way/
Spend a few minutes concentrating on your breathing and relaxing your body.
Do not jump out of bed and start the day as if you were living in autopilot mode.
Be aware of what you are doing, start to live the present, remember Happiness is in the present moment
Decide your first thought. Do not let the first thought decide the course of your day
Remember that thoughts create our emotions and moods.
Drink a glass of water on an empty stomach, warm water or at room temperature. Why?
Because our body after all the hours of sleep can be easily dehydrated
Have breakfast. Breakfast is really the most important meal of the day.
Decide to have a Happy and Good day and
Don't Let Anything or Anyone Ruin Your Happiness!
Click here if you would like to know more
http://howtobehappy.guru/how-to-start-a-day-in-a-good-and-happy-way/
You want to manage an important Change culture in your firm or team? First, Initiate your Change Story with your Customer needs. Learn to better know him, to better communicate with him to build a relation of Trust & partnership.
The ART of Value Streams: Determining Paths of Value Through Value Streams Wo...Cprime
The concept of a Value Stream is fundamental to SAFe and how to optimally organize your Teams, ARTs, and Solution trains. In fact, there’s a Value Stream Workshop that’s intended to help organizations identify their Value Streams, prioritize them, and ultimately decide where to start to launch your first ART. While determining the paths to value for your business may, on the surface, appear to be very easy, I can assure you that it’s an “”ART”” (pun intended)--not a science--to clearly identify and articulate them.
In this presentation, Ken France, SAI SAFe Fellow, explores ways in which to prep for a successful Value Stream Workshop, as well as what you should expect when you try to run your first one. He provides examples from real workshops and provides some practical advice on how to make sure you come out with something concrete and actionable.
Learning Objectives and Key Takeaways:
**How to prep for a Value Stream Workshop **Tips/tricks for facilitating a Value Stream Workshop **Real examples of Value Streams from different contexts
how do you move from an Idea to developing a product or a service ? what are the steps you need to go through. The template provides you with a step by step process
The Value of Developing Relationships in SellingJames Muir
Presentation given in 2012 to the NextGen Healthcare national sales force. On the value of developing relationships and genuinely providing value for clients.
Increasing your chances of success by engaging with a niche consultancyCompliance Consultant
Fortunately, there are more positive alternatives to using a smaller consultancy compared to the Accentures, McKinseys or the big accountancy firms like Deloitte, E&Y etc. We not only consider that size doesn’t matter, but large size can actually be a disadvantage in meeting your needs.
1. Four Product Management mindsets Deploy and balance the Explorer, Analyst, Challenger and Evangelist mindset throughout the product life cycle to avoid common pitfalls and deliver a superior solution.
2. Create context to motivate a high-performing team Practical tips and real-world examples to drive innovation, shared understanding, mitigate risks, and create energy and focus.
3.Understand your profile Evaluate your "go-to" strengths versus where you need to consciously practice, and how to recognize and balance stakeholders’ own.
4. Tools to help you Navigate challenging stakeholder relationships. Emerge with a stronger reputation as a leader when faced with conflicting business priorities, changes in direction, misaligned incentives, resource constraints, unexpected disruptions, and aggressive deadlines.
5. And many more strategies Techniques to say “no” given common stakeholder archetypes, how to diplomatically, authentically yet firmly approach keeping your priorities on track.
Your Value Proposition is the reason that customers choose to buy from you, it needs to be a core business skill. This slideshare shows you how to develop compelling value propositions with a focus on B2B companies
Are you thinking of starting your own business? Do you have an idea that you want to turn into a reality? Do you want to be your own boss?
If so, then the Business Start Up Boot Camp is for you! It will cover the initial building blocks of setting up a successful business and will provide support, advice, resources, guidance and mentoring to help you create a commercially viable venture.
Similar to Client proposition presentation liberty (20)
USDA Loans in California: A Comprehensive Overview.pptxmarketing367770
USDA Loans in California: A Comprehensive Overview
If you're dreaming of owning a home in California's rural or suburban areas, a USDA loan might be the perfect solution. The U.S. Department of Agriculture (USDA) offers these loans to help low-to-moderate-income individuals and families achieve homeownership.
Key Features of USDA Loans:
Zero Down Payment: USDA loans require no down payment, making homeownership more accessible.
Competitive Interest Rates: These loans often come with lower interest rates compared to conventional loans.
Flexible Credit Requirements: USDA loans have more lenient credit score requirements, helping those with less-than-perfect credit.
Guaranteed Loan Program: The USDA guarantees a portion of the loan, reducing risk for lenders and expanding borrowing options.
Eligibility Criteria:
Location: The property must be located in a USDA-designated rural or suburban area. Many areas in California qualify.
Income Limits: Applicants must meet income guidelines, which vary by region and household size.
Primary Residence: The home must be used as the borrower's primary residence.
Application Process:
Find a USDA-Approved Lender: Not all lenders offer USDA loans, so it's essential to choose one approved by the USDA.
Pre-Qualification: Determine your eligibility and the amount you can borrow.
Property Search: Look for properties in eligible rural or suburban areas.
Loan Application: Submit your application, including financial and personal information.
Processing and Approval: The lender and USDA will review your application. If approved, you can proceed to closing.
USDA loans are an excellent option for those looking to buy a home in California's rural and suburban areas. With no down payment and flexible requirements, these loans make homeownership more attainable for many families. Explore your eligibility today and take the first step toward owning your dream home.
what is the future of Pi Network currency.DOT TECH
The future of the Pi cryptocurrency is uncertain, and its success will depend on several factors. Pi is a relatively new cryptocurrency that aims to be user-friendly and accessible to a wide audience. Here are a few key considerations for its future:
Message: @Pi_vendor_247 on telegram if u want to sell PI COINS.
1. Mainnet Launch: As of my last knowledge update in January 2022, Pi was still in the testnet phase. Its success will depend on a successful transition to a mainnet, where actual transactions can take place.
2. User Adoption: Pi's success will be closely tied to user adoption. The more users who join the network and actively participate, the stronger the ecosystem can become.
3. Utility and Use Cases: For a cryptocurrency to thrive, it must offer utility and practical use cases. The Pi team has talked about various applications, including peer-to-peer transactions, smart contracts, and more. The development and implementation of these features will be essential.
4. Regulatory Environment: The regulatory environment for cryptocurrencies is evolving globally. How Pi navigates and complies with regulations in various jurisdictions will significantly impact its future.
5. Technology Development: The Pi network must continue to develop and improve its technology, security, and scalability to compete with established cryptocurrencies.
6. Community Engagement: The Pi community plays a critical role in its future. Engaged users can help build trust and grow the network.
7. Monetization and Sustainability: The Pi team's monetization strategy, such as fees, partnerships, or other revenue sources, will affect its long-term sustainability.
It's essential to approach Pi or any new cryptocurrency with caution and conduct due diligence. Cryptocurrency investments involve risks, and potential rewards can be uncertain. The success and future of Pi will depend on the collective efforts of its team, community, and the broader cryptocurrency market dynamics. It's advisable to stay updated on Pi's development and follow any updates from the official Pi Network website or announcements from the team.
The secret way to sell pi coins effortlessly.DOT TECH
Well as we all know pi isn't launched yet. But you can still sell your pi coins effortlessly because some whales in China are interested in holding massive pi coins. And they are willing to pay good money for it. If you are interested in selling I will leave a contact for you. Just telegram this number below. I sold about 3000 pi coins to him and he paid me immediately.
Telegram: @Pi_vendor_247
Even tho Pi network is not listed on any exchange yet.
Buying/Selling or investing in pi network coins is highly possible through the help of vendors. You can buy from vendors[ buy directly from the pi network miners and resell it]. I will leave the telegram contact of my personal vendor.
@Pi_vendor_247
Turin Startup Ecosystem 2024 - Ricerca sulle Startup e il Sistema dell'Innov...Quotidiano Piemontese
Turin Startup Ecosystem 2024
Una ricerca de il Club degli Investitori, in collaborazione con ToTeM Torino Tech Map e con il supporto della ESCP Business School e di Growth Capital
how to sell pi coins at high rate quickly.DOT TECH
Where can I sell my pi coins at a high rate.
Pi is not launched yet on any exchange. But one can easily sell his or her pi coins to investors who want to hold pi till mainnet launch.
This means crypto whales want to hold pi. And you can get a good rate for selling pi to them. I will leave the telegram contact of my personal pi vendor below.
A vendor is someone who buys from a miner and resell it to a holder or crypto whale.
Here is the telegram contact of my vendor:
@Pi_vendor_247
Currently pi network is not tradable on binance or any other exchange because we are still in the enclosed mainnet.
Right now the only way to sell pi coins is by trading with a verified merchant.
What is a pi merchant?
A pi merchant is someone verified by pi network team and allowed to barter pi coins for goods and services.
Since pi network is not doing any pre-sale The only way exchanges like binance/huobi or crypto whales can get pi is by buying from miners. And a merchant stands in between the exchanges and the miners.
I will leave the telegram contact of my personal pi merchant. I and my friends has traded more than 6000pi coins successfully
Tele-gram
@Pi_vendor_247
Financial Assets: Debit vs Equity Securities.pptxWrito-Finance
financial assets represent claim for future benefit or cash. Financial assets are formed by establishing contracts between participants. These financial assets are used for collection of huge amounts of money for business purposes.
Two major Types: Debt Securities and Equity Securities.
Debt Securities are Also known as fixed-income securities or instruments. The type of assets is formed by establishing contracts between investor and issuer of the asset.
• The first type of Debit securities is BONDS. Bonds are issued by corporations and government (both local and national government).
• The second important type of Debit security is NOTES. Apart from similarities associated with notes and bonds, notes have shorter term maturity.
• The 3rd important type of Debit security is TRESURY BILLS. These securities have short-term ranging from three months, six months, and one year. Issuer of such securities are governments.
• Above discussed debit securities are mostly issued by governments and corporations. CERTIFICATE OF DEPOSITS CDs are issued by Banks and Financial Institutions. Risk factor associated with CDs gets reduced when issued by reputable institutions or Banks.
Following are the risk attached with debt securities: Credit risk, interest rate risk and currency risk
There are no fixed maturity dates in such securities, and asset’s value is determined by company’s performance. There are two major types of equity securities: common stock and preferred stock.
Common Stock: These are simple equity securities and bear no complexities which the preferred stock bears. Holders of such securities or instrument have the voting rights when it comes to select the company’s board of director or the business decisions to be made.
Preferred Stock: Preferred stocks are sometime referred to as hybrid securities, because it contains elements of both debit security and equity security. Preferred stock confers ownership rights to security holder that is why it is equity instrument
<a href="https://www.writofinance.com/equity-securities-features-types-risk/" >Equity securities </a> as a whole is used for capital funding for companies. Companies have multiple expenses to cover. Potential growth of company is required in competitive market. So, these securities are used for capital generation, and then uses it for company’s growth.
Concluding remarks
Both are employed in business. Businesses are often established through debit securities, then what is the need for equity securities. Companies have to cover multiple expenses and expansion of business. They can also use equity instruments for repayment of debits. So, there are multiple uses for securities. As an investor, you need tools for analysis. Investment decisions are made by carefully analyzing the market. For better analysis of the stock market, investors often employ financial analysis of companies.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
how to sell pi coins in South Korea profitably.DOT TECH
Yes. You can sell your pi network coins in South Korea or any other country, by finding a verified pi merchant
What is a verified pi merchant?
Since pi network is not launched yet on any exchange, the only way you can sell pi coins is by selling to a verified pi merchant, and this is because pi network is not launched yet on any exchange and no pre-sale or ico offerings Is done on pi.
Since there is no pre-sale, the only way exchanges can get pi is by buying from miners. So a pi merchant facilitates these transactions by acting as a bridge for both transactions.
How can i find a pi vendor/merchant?
Well for those who haven't traded with a pi merchant or who don't already have one. I will leave the telegram id of my personal pi merchant who i trade pi with.
Tele gram: @Pi_vendor_247
#pi #sell #nigeria #pinetwork #picoins #sellpi #Nigerian #tradepi #pinetworkcoins #sellmypi
how to sell pi coins on Bitmart crypto exchangeDOT TECH
Yes. Pi network coins can be exchanged but not on bitmart exchange. Because pi network is still in the enclosed mainnet. The only way pioneers are able to trade pi coins is by reselling the pi coins to pi verified merchants.
A verified merchant is someone who buys pi network coins and resell it to exchanges looking forward to hold till mainnet launch.
I will leave the telegram contact of my personal pi merchant to trade with.
@Pi_vendor_247
2. Some pre-requisites
You have segmented your clients effectively and have a good feel for who
your most valuable clients are
You have real clarity about the type of client you want to attract in future
You understand your clients’ biggest challenges, worries and concerns and
can therefore identify what they need, want and value.
3. Agenda
• Exercise 1 - What are clients looking for?
• How to establish what clients need, want and value
• The fundamental problem
• Exercise 2 - Client Satisfaction Tool
• Research findings
• Break
• Exercise 3 – Mapping the client journey
• An example client proposition
• Tools to help
• Actions for Implementation
5. Establishing what clients want / value
1. Ask them!
• Research
• Customer survey (phone/email/web/paper/end of meetings)
• Focus group
• client Interviews
2. Make a SWAG
• Assumptions
• What we’ve always done
• What WE think they want
6. The fundamental problem
Client doesn’t value Client values
Client gets
Waste of resources (time,
energy, effort, money)
Bulls Eye
Client doesn’t get Happy days!
Goodbye and good
riddance!
Adapted from: Karl Albrecht, client Satisfaction Window, “The Only Thing That Matters”
8. Exercise 2
Consider each of the “value/don’t value” items
you identified in Exercise 1 and insert them into
the table based on whether the typical adviser on
your panel is delivering them consistently. Score
the typical adviser on a scale of 1 (outstanding)
to 5 (appalling) in terms of their capability to
deliver each item.
Continue overleaf if required.
9. Research findings into what clients want
FSA TCF Workshops –
Consumer survey results
• Clarity of offer
• Deliver what you
promise
• Fix it when things
go wrong
• Don’t take advantage
10. Further Insights
Cap Gemini/Merrill Lynch World Wealth Report
• More involved in investment choices
• More specialist advice
• Demanding full product disclosure and transparency
• Concerned about the downside risk
• Validating advice through other sources
• Products they can understand
• Improved client reporting and more frequent updates
11. Further Insights
• More rigorous in their dealings with wealth managers
• More curious about robustness of institutions
• More acute focus on value
• Greater scepticism about pricing and product
• Willingness to use low cost asset classes
• Willingness to run portfolios on XO platforms
• Redefining what they want
• Less willing to be loyal to a single wealth manager
• More price sensitivity towards TERs
• Desire to understand what they are paying for
Source: KPMG
A Tipping Point?
12. Reflecting on the exercises and research…
1. What are advisers doing/delivering for clients that they want? (want and get)
2. What are advisers doing/delivering for clients that they don’t want? (don’t want but
get)
3. What do clients want that advisers aren’t doing/delivering currently?
13. Resulting Actions
1. What are advisers currently doing for clients that should be eliminated?
2. What are advisers doing for clients that could be reduced?
3. What are advisers doing for clients that needs to be improved?
4. What should advisers start doing for clients that they don’t do at the moment?
15. Exercise 3 - Mapping the client
journey
The task
• Breakdown your advice process into its different
stages
• Define what will happen at each stage and the
benefit to me of each part of the process
• Identify what the specific deliverables will be for me
as a client (what will I get?) if I elect to appoint your
team as my advisers
• “Pitch” your services to me to help me decide which
firm to work with!
• I will decide which team to appoint as my adviser
based on the questions you ask and the quality of
your pitch.
16. Mapping the client journey
Initial Meeting
• We take some time to find out about you and your objectives and aspirations at a high level to
establish whether we can help
• We will explain our services and process and outline our charges so that you are clear about our
fees
• The purpose of this meeting is to help you make an informed decision about whether we are the
right adviser for you
• If you decide to engage our services, we will then complete our client agreement and start
gathering all the data we need.
Factfind/Discovery
• During the factfinding stage we explore your situation and goals in more detail and collect all the
information we need to carry out an in depth analysis of your current financial situation
• This information will be used to identify any shortfalls and immediate priorities for action. It will
also help us to create your personal "financial forecast" and formulate our recommendations
• We will also establish your attitude to risk and ask you to complete letters of authority so that we
can get accurate information about any current investments and other financial products you
have in place
17. Mapping the client journey
Research and
recommendations
• During this stage, we create your personal "financial forecast", so that you have a clear picture
of your current and likely long term financial position and provide specific recommendations to
help you achieve the goals and objectives you've defined
• We also research the whole financial services market to identify suitable solutions
• We will also create a recommended investment portfolio tailored to your goals and tolerance for
risk taking any existing arrangements or assets into account
• As you can appreciate, with the work involved, this stage can take a number of weeks
Present
Recommendations
• Once our research and recommendations have been finalised we will meet with you to talk you
through your financial forecast and explain our recommendations about how to grow, manage
and protect your wealth.
• This is also an opportunity for you to ask any questions so that you understand exactly what we
are recommending, and why.
• If you are happy with our recommendations, we will proceed to the next stage, which is to
implement them
18. Mapping the client journey
Implementation
• More form filling I'm afraid but wherever possible, we will complete as much of the
paperwork as we can on your behalf. Often, all you will need to do is sign the forms, but
unfortunately, where your medical history is involved, we have to leave those questions
to you
• We will submit any applications and paperwork to the relvant providers and track the
progress of each application regularly and keep you informed throughout.
• We will also check that your instructions have been implemented accurately and that all
the documentation received is correct
Ongoing review
service
• Making sure that everything stays on track is every bit as important as the
recommendations and their implementation
• We will schedule regular financial planning reviews with you so that we can review the
progress towards your stated goals and if necessary, make adjustments to reflect any
changes in your circumstances, goals, legislation or markets
• The frequency of these reviews will be dependent upon your personal needs and the
level of complexity of your situation
19. Client Reviews - a few thoughts
1. The key to predictable and sustainable recurring revenue
2. The single most important critical success factor
3. The cornerstone to building long term client relationships
4. The most effective way of helping clients to recognise your value
5. The most effective route to increased referrals and new business opportunities
22. Defining your ongoing client relationship
Frequency of face to face meetings
Level of access to adviser/team between meetings
Reporting format (Goals based v. Performance based)
Range of services provided
Your client proposition is your promise…
don’t break it!
23. Top down approach
• Define the service you intend to provide for your very best clients
• Refine dilute and remove elements to create your service offering for
lower level clients
• Then ask yourself 4 questions
• Is it compelling?
• Are we in complete control of delivery?
• Is there sufficient differentiation between each client segment?
• Do our current infrastructure and processes allow us deliver it consistently
and profitably?
• Test it with key clients whose opinion you value
31. Actions for Implementation:
1. Use the “Customer Satisfaction Matrix” tool to analyse what you currently
provide for clients and whether, on balance, they are likely to value it.
2. Use the “client Proposition Development “tool to start to piece together the key
elements of your client proposition.
3. Use the Example “A Class” client Value Proposition to help you describe each
element of your service proposition in language that focuses on the one
consistent question… what is the value/benefit to the client?
4. Refine dilute and remove elements to create your service offering for lower
level clients. Give each service level a “label”
5. Then ask yourself these 4 questions
• Is it compelling?
• Are we in complete control of their delivery?
• Is there sufficient differentiation between each client segment?
• Do our current infrastructure and processes allow us deliver it consistently and profitably?
6. Test it with key clients whose opinion you value and refine based on
feedback if appropriate
32. Actions for Implementation:
1. Use the “client Satisfaction Matrix” tool to analyse what you currently provide
for clients and whether, on balance, they are likely to value it.
2. Use the “Client Proposition Development “tool to start to piece together the key
elements of your client proposition.
3. Use the Example “A Class” client Value Proposition to help you describe each
element of your service proposition in language that focuses on the one
consistent question… what is the value/benefit to the client?
4. Refine dilute and remove elements to create your service offering for lower
level clients. Give each service level a “label”
5. Then ask yourself these 4 questions
• Is it compelling?
• Are we in complete control of their delivery?
• Is there sufficient differentiation between each client segment?
• Do our current infrastructure and processes allow us deliver it consistently and profitably?
6. Test it with key clients whose opinion you value and refine based on
feedback if appropriate
33. Actions for Implementation:
1. Use the “client Satisfaction Matrix” tool to analyse what you currently provide
for clients and whether, on balance, they are likely to value it.
2. Use the “client Proposition Development “tool to start to piece together the key
elements of your client proposition.
3. Use the Example “A Class” Client Value Proposition to help you describe each
element of your service proposition in language that focuses on the one
consistent question… what is the value/benefit to the client?
4. Refine dilute and remove elements to create your service offering for lower
level clients. Give each service level a “label”
5. Then ask yourself these 4 questions
• Is it compelling?
• Are we in complete control of their delivery?
• Is there sufficient differentiation between each client segment?
• Do our current infrastructure and processes allow us deliver it consistently and profitably?
6. Test it with key clients whose opinion you value and refine based on
feedback if appropriate
34. Actions for Implementation:
1. Use the “client Satisfaction Matrix” tool to analyse what you currently provide
for clients and whether, on balance, they are likely to value it.
2. Use the “client Proposition Development “tool to start to piece together the key
elements of your client proposition.
3. Use the Example “A Class” client Value Proposition to help you describe each
element of your service proposition in language that focuses on the one
consistent question… what is the value/benefit to the client?
4. Refine dilute and remove elements to create your service offering for lower
level clients. Give each service level a “label”
5. Then ask yourself these 4 questions
• Is it compelling?
• Are we in complete control of their delivery?
• Is there sufficient differentiation between each client segment?
• Do our current infrastructure and processes allow us deliver it consistently and profitably?
6. Test it with key clients whose opinion you value and refine based on
feedback if appropriate
35. Actions for Implementation:
1. Use the “client Satisfaction Matrix” tool to analyse what you currently provide
for clients and whether, on balance, they are likely to value it.
2. Use the “client Proposition Development “tool to start to piece together the key
elements of your client proposition.
3. Use the Example “A Class” client Value Proposition to help you describe each
element of your service proposition in language that focuses on the one
consistent question… what is the value/benefit to the client?
4. Refine dilute and remove elements to create your service offering for lower
level clients. Give each service level a “label”
5. Then ask yourself these 4 questions
• Is it compelling?
• Are we in complete control of their delivery?
• Is there sufficient differentiation between each client segment?
• Do our current infrastructure and processes allow us deliver it consistently and profitably?
6. Test it with key clients whose opinion you value and refine based on
feedback if appropriate
36. Actions for Implementation:
1. Use the “client Satisfaction Matrix” tool to analyse what you currently provide
for clients and whether, on balance, they are likely to value it.
2. Use the “client Proposition Development “tool to start to piece together the key
elements of your client proposition.
3. Use the Example “A Class” client Value Proposition to help you describe each
element of your service proposition in language that focuses on the one
consistent question… what is the value/benefit to the client?
4. Refine dilute and remove elements to create your service offering for lower
level clients. Give each service level a “label”
5. Then ask yourself these 4 questions
• Is it compelling?
• Are we in complete control of their delivery?
• Is there sufficient differentiation between each client segment?
• Do our current infrastructure and processes allow us deliver it consistently and profitably?
6. Test it with key clients whose opinion you value and refine based on
feedback if appropriate