By now, financial advisors with any ambition of success know that the only way to stand out in a vast sea of sameness is by providing an extraordinary customer experience—one that can turn your clients into stark raving fans. To do anything less relegates you to the ranks of every other advisor who prides themselves on providing “excellent service” to their clients. “Excellence” is now a minimum expectation of clients who have been raising the bar for advisors for the last decade.
So, what is an extraordinary client experience, and how can advisors consistently deliver it? The challenge for advisors is there is no standardization for delivering superior client service. One client is different from the next in how they view the level of service provided. The level of communication and engagement that suits one type of client may fall short for another type.