Tune in to a more client-centric practice

Think about the last time you had a positive customer service experience. What made you feel good about dealing with that company? You most likely were impressed by how quickly they served you, how easy they were to work with, or how they treated you with special and personalized care.

While it’s easy to get caught up in the day-to-day of running your practice, channeling how your clients will view their experience is critical. According to Cerulli Associates, firms executing on client-centric strategies tend to build greater trust among clients, have lower attrition rates, and can more easily move upmarket. However, only 30 percent of advisors said they would characterize their firm as client-centric by going “above and beyond to make clients feel special.”1


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