Financial Advisor Success Ep 114: Why Creating A Great Client Experience Is About More Than Just Great Service with Dennis Moseley-Williams
Mar 5, 2019
Dennis Moseley-Williams, founder of DMW Strategic Consulting, shares insights on creating distinctive client experiences for financial advisors. He distinguishes between service and experience, suggesting advisors should focus on meaningful transformations rather than just technical products. Using examples like Starbucks, Dennis emphasizes consistency and community. He advocates for authentic themes, staging client interactions, and targeting deeply specific niches to foster strong relationships. Unique practices, such as milestone celebrations and life skills events, further enhance the client journey.
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Experiences Are Distinct From Service
- Experiences are a separate economic offering distinct from goods and services.
- Dennis says experiences focus on creating time well spent, not just saving time or money.
Choose Time Well Spent Over Convenience
- Spend more time with clients to create meaningful experiences rather than minimizing interactions.
- Aim to make clients' time well invested, not merely convenient.
Define A Secret Theme For Your Firm
- Define a theme: a guiding, secret purpose that shapes every client interaction.
- Use that theme to inform mission, messaging, and the experience you stage.
