Enhancing The Customer Experience Will Lead to More Referrals

September 27, 2018

Referrals, referrals, referrals. We constantly hear how important they are and how it’s one of the best ways to obtain new clients. But, how exactly do we achieve as many referrals as possible? What can we do to differentiate ourselves to ensure that we’re receiving those referrals? One thing I want to discuss is the importance of providing exceptional customer service. If you switch your focus from trying to obtain referrals from every client you see to focusing on providing the best experience possible, your referrals will come naturally. In fact, just one happy client could result in 9 referrals for your firm. Whenever a client feels that a financial advisor is making a genuine effort to understand the client and provides valuable recommendations, they’re more likely to spread the word about you. Therefore, a positive experience is a must when trying to obtain referrals. With that being said, I’d love to provide some basic tips on ways to enhance the customer experience that will result in more referrals for your firm.

Tip #1 

Don’t forget the little things about your clients. Is today your client’s daughter’s birthday? Send a birthday card! Keeping the little things in mind will make the client feel special and cultivate a healthy, engaged relationship.

Tip #2

Consistency. Don’t tell the client you will follow up constantly and only do it once. If there is a mistake on your part, don’t continue making the same mistake. Consistency is key when working with clients.

Tip #3

Don’t be intimidated to ask. Of course, providing excellent customer service will be the first option for obtaining referrals. However, don’t ever be afraid to ask for it. If you have worked with your client for quite some time now, feel free to mention something like “If you’ve enjoyed my service and you’re happy with the outcome, don’t hesitate to tell a friend.”

At the end of the day, ensuring a positive customer experience will result in more referrals for your firm.

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Create a Culture Focused on the Value You Bring to Customers

August 30, 2018

In today’s society, one of the best ways a company can be successful is to provide great customer service. But, is that really enough? Working in customer service goes deeper than just ensuring it is “good.” We want to make sure that we deliver a value to the customer through our services or products. Some of the best companies worldwide have developed a culture within the organization around the value they deliver to their clients; companies such as Apple, Ritz-Carlton, Disney, Amazon, and the list goes on and on. So, how should companies go about creating a culture focused on delivering value to clients?

  1. Customer knowledge. As you build your book of business, really get to know your customers and especially their expectations of you. A lot of the times we deliver our services but forget to check if they align with the expectations from our customers.
  2. Create a customer service strategy. Often different segments of an organization aren’t aware of the company’s strategy or their understanding of it doesn’t align with the company’s. Therefore, creating a customer service strategy focused on delivering value to customers and spreading it throughout the whole organization will allow for consistency.
  3. Listen to your employees. The employees are on the frontline of daily customer interaction. Therefore, they may have customer insights that could be valuable for your customer knowledge. It will also provide a framework of ways to develop your customer service strategy.
  4. Loyalty. Don’t say you’re going to contact a customer in a week and then never contact them. Follow through with your promises and check up on customers regularly. What this does is it creates loyalty which means that you have provided a level of customer service that has exceeded expectations.

Not only will these actions steps result in higher customer satisfaction, but it will also greatly differentiate your business from companies who simply “deliver” their services or products.


What’s Unique About Your Business?

June 14, 2018

In the business world, it seems that it’s always a company’s goal to be better – better price, better product, better service. However, that’s not always the best way to go about your business. Whenever a customer says “why shouldn’t I just go to the financial firm across the street?” and your answer is “because we’re better,” does the customer necessarily believe that?

What truly matters and what we should all be focusing on is being different. Think about what’s unique about your company. Most of the time, customers choose your business because of you, not knowing the products you offer because they loved what’s unique about you. If you look at really successful companies, they didn’t become successful because they wrote “WE ARE BETTER THAN THE OTHER GUY” as their headline. They outlined what’s unique about them and shared it with the world. And people bought their product because of them. 

So, you’re probably wondering: what’s something that could be different about your firm? The people, your leader, and staff. No other firm has the same people as yours does, and that’s one of the best ways to describe your uniqueness.

I’d like to leave this post with a few questions for you to think about:

  1. What’s something that you are doing that your competitors aren’t?
  2. What are you doing that’s exactly like your competitors that you could change?

Include Event Marketing in Your Strategy to Grow Your Business

May 24, 2018

In this blog, we talk a lot about all of the different ways you can market your business: social media, website, cold calling, referral programs, etc. However, one major marketing practice that I think is often overlooked is event marketing. What if my event goes horribly? How do I go about planning it? Am I just going to waste all my money? These are valid questions and the thought process in terms of event marketing for a lot of financial advisors. But what if the opposite happens? And you gain a good amount of new potential clients. Or if you are putting on a marketing event for current clients, this could allow for them to feel truly appreciated.

Now that you understand why I think you should definitely include event marketing in your strategy, let’s talk about how you can actually get people to attend.

TIP #1

Firstly, when planning your marketing event, it’s important to create an invitation that shows what’s in it for them. State the benefits they could receive right away!

TIP #2

Give a call to your prospects! Another way to make potential clients feel important is to actually invite them yourself. Nowadays, everything is automated. So anything personalized goes a long way.

TIP #3

Another thing that’s often missing nowadays is follow up. It’s important to follow up right after the event. You need to plan this in advance so that you don’t feel overwhelmed when the time comes. Some ways you can go about doing this is by sending follow up hand written notes, a professional picture of the individual from the event, or scheduling an appointment and calling.

What successful marketing events has your company hosted? Let us know in the comments below!


Amaze Your Clients in One Simple Way: Social Media

April 26, 2018

So you are looking to expand your business and gain more clients… You’ve been doing everything that you need to do but you’re looking for that extra increase in clients. I have great news for you. One of the best ways, that’s increasing yearly, is: social media. In a recent study, 86% of financial advisors reported that utilizing social media while increasing activity has helped them gain more clients. That’s a 37% increase since 2013!

What’s their secret in being successful on social media? For starters, having social media accounts such as LinkedIn, Twitter, Instagram and Facebook isn’t enough. You must engage with your audience, whether that’s responding to Tweets or sharing financial tips that are relevant.

I’d like to leave you with some quick tips that can help you effectively utilize social media while still following regulations of the financial industry: have a primary social media platform. If you haven’t found one yet, LinkedIn is a great platform and a lot of professionals use it. Become dominant and strong in your chosen social media platform and then experiment with others. The different types and numbers of social media platforms will depend on your “audience” and target clientele. Also, it’s important to constantly be listening and learning. What are other businesses in your industry doing on social media? What are they good at? Bad at? If you see a personal connection have a life event such as a wedding or graduation, don’t hesitate to reach out and congratulate them! Lastly, share useful content and be personable. There’s a reason someone is following you or is your connection and that’s to gain insight. Share with them your brand, relevant financial material, and your personal content that reflects your brand.


5 Tips on Perfecting Your Online Presence

March 29, 2018

Within this day and age, technology is in every aspect of everything that we do. You can order pretty much anything and plenty of employees have started doing business right in their home. I mean, Amazon has same and next day delivery! Crazy, right? With that being said, online presence is more important than ever before. I’d like to provide you with 5 tips today that you can utilize to ensure effective online presence.

  1. Make sure the domain is your own, simple, and clean. You don’t want to overwhelm your users by having a long domain. For example: https://www.threepointmarketing.com. The domain of the website is: threepointmarketing and .com. Other examples of domain extensions (.com) include: .net, .info, .co, .org. With all of the different websites nowadays, domain registry is pretty competitive. Here are a few domain extension examples in the financial and legal industries:

.finance, .financial, .investments, .loans, .tax, .legal, .attorney, .lawyer

  1. Email. After you’ve created your amazing domain, it’s important to make sure that you have a professional email. What exactly does that mean? A lot of the time people use their Gmail and Yahoo accounts which are great resources, but, who seems more credible between these two emails:

jodiebinning@gmail.com or jodiebinning@tpm.com

Having a professional email truly allows for your prospects and clients to stay confident.

  1. Easily searchable content. Can I navigate through your website with ease? Does your content stand out? Is it interesting? Here are three effective rules that everyone should utilize when building out or restructuring their website: stay consistent, provide search engines so that users can easily access the information they’re searching for, maximize your media: text, pictures, videos, etc.
  1. Can I effectively utilize your website through my phone?The answer should be yes. A lot of your clients are on the go and sometimes checking for updates through your website is more convenient for them. According to Impact, 57% of users say they won’t recommend a business with a poorly designed mobile site. Here are some tips on making sure your website is mobile-friendly: don’t make a separate mobile-friendly website, utilize responsive design, structure your font sizes and button sizes appropriately, and use high-resolution images.
  1. Active Social Media. So, you have this awesome and effective website, contact information and your business “why.” What actions are you taking to make sure your online presence is being “spread?” One great tool for this is being active on social media. Some of those platforms can include Facebook, Twitter, and Instagram. Some tips on ways you can stay active on those websites include: post content regularly, address any feedback or reply to messages, post on variety of different topics, and most importantly: be friendly, appropriate, and stay relevant.

Have you found success in your online presence? Let us know how in the comments below!


Switching Your Marketing Messages From Unopened to Read

February 22, 2018

You’ve noticed that you’re spending hours on writing your marketing messaging for your firm or even a part of your budget on your marketing. However, did you know that most of your marketing messaging is going unread? Think about it, you get thousands of emails daily. How many emails do you open? A few. And those are the ones that have an interesting subject line. Then, once you’ve clicked on the email, and possibly started reading it, it’s difficult for you to pay attention especially if the content isn’t engaging. If you feel as if your marketing messages are part of the “clutter” folder in peoples’ mailbox, let’s change that. There are several different functions we must focus on when writing our marketing messaging.

Focus on the benefits of your services instead of simply the features. Let your audience know what problems you can solve and solutions you can bring. An example of this would be “Want to effectively invest your money?” Focus on what benefit you could bring with your specific services to a target audience.

Obvious one, but make sure to aim at your target market. Major key here would be to include things that would interest your audience. Your emails would be different for a single millennial than someone with a family of five who most likely has different goals.

Clear messaging is an effective strategy no matter what you’re doing in life. You want to ensure your marketing message makes sense, isn’t too wordy, and uses graphics that don’t overwhelm the user.

Answer the question “what’s in it for the prospect?” in your message. What’s something in your industry that your target market finds essential? Whatever it is, use it.

In the end, we want to ensure we’re communicating something that could be of use for the client in our marketing messaging. And strengthening those messages starts with refreshing the fundamentals.