Speed Kills? Speed Wins? It depends!
According to research – speed impacts revenue, speed impacts loyalty, and speed impacts emotions.
Understanding this crucial dynamic, Bill Cates engages in a compelling conversation with Jay Baer, a distinguished business growth and customer experience strategist, researcher, author, keynote speaker, and B2B influencer.
Jay’s newest book, Time to Win: How to Exceed Your Customers’ Need for Speed, will likely change how you view some aspects of your client service model.
Together, they dive into the critical role of speed and responsiveness in client service for financial advisors. Jay introduces his Time to Win Framework, offering six strategies to improve responsiveness. They also cover proactive communication, managing expectations, and the psychological effects of responsiveness on client trust.
Jay & Bill Discuss:
- How your clients’ expectations around responsive service have changed, and why you better pay attention
- The quality of information from Artificial Intelligence, concerns about its impact on financial advisors, and its potential as an efficiency tool.
- What Jay means by speed, and why it has become such an important element of the client experience
- How clients equate speed of response with respect, and how that impacts loyalty and referrals.
- How long clients will be patient waiting to hear back from their advisor.
- Why advisory firms need to elevate speed on their priority list (because prospects and clients already have).
- Overview of Jay Baer’s “Six-Piece Time to Win Framework.”
- How and why you better change your approach to responding to client queries when you don’t have an immediate answer.
- Jay’s unexpected success as a tequila influencer and educator.
- …And more!
Related: Boost Client Engagement for Organic Referral Growth