Welcome and introduction from MC James Mitchell
Overview of the Client Experience Survey findings
ifa editor James Mitchell and Momentum Intelligence research head Michael Johnson will delve into the key findings, which reveal:
Building an army of fans
Research shows that word-of-mouth referrals are by far the most valuable source of leads for advice businesses. Happy customers are happy to refer their friends and family in droves. So, why aren’t they?
This session will deliver unique strategies to turn satisfied customers into brand ambassadors that will deliver a pipeline of new clients to your business for years to come. Marketing expert Kim Payne will give an energetic presentation that covers:
Effective partner relationships to make your client base snowball
Leading marketer Deena Janes of Your Client Matters will show you how to build your business by using referral networks, and attract new clients and partner relationships through simple marketing techniques that you can start today. In this session, delegates will learn:
• How to recognise and develop opportunities for new clients and referral relationships.
• Strategies to maintain client satisfaction and loyalty through education, product and service clarity.
• How to add value through simple marketing tools and techniques.
The evolution of dealer groups
Advice dealer groups are being forced to evolve as advisers are increasingly required to meet ongoing demands from their clients. Licensees are now looking to be the go-to source for business services that will help their advisers thrive. In this session, our panel will answer tough questions about the role they play in enabling advisers to form deeper connections with their clients.
Fees for what service?
The fee-for-no-service scandal continues to plague the financial advice industry. In a worrying development, our research shows that almost half of advice clients are unclear on what their fees are for. This critical session will be delivered by industry expert and Mayflower Consulting CEO Sarah Penn, who will provide a blueprint on:
Thrive in a low return environment - Meeting the cash management needs of the client of the future
In a low return environment advisers need to leverage every tool at their disposal to get the best outcome for clients without increasing risk or sacrificing efficiency for the firm – and managing expenses as well as assets is a critical part of the equation. But are the right clients getting the cashflow management advice they need? And how can you leverage cashflow management as a tool for engaging with the next generation of client?
In this session Macquarie draws from proprietary research to unpack how high-performing firms are using cashflow management to build stronger relationships and deliver better outcomes for their next-gen clients.
• Which clients are most in need of cashflow management support, and how can advisers use cashflow management to build stronger relationships with these clients?
• What are high-performing firms doing differently to grow their share of wallet with clients using cashflow management to start broader conversations and drive growth?
• How can firms deliver cashflow management in a way that is both efficient and effective, but also meets the needs of the next generation?
The session will aim to provoke fresh thinking as well as offer actionable insights to help firms improve both day-to-day client conversations and inform longer term strategic planning.
Create a better client experience to deepen the connection
Our research has identified enormous gaps for what clients might want and the services provided. Engage your client from the outset and create a mutual understanding of their wants and needs in order to retain them through their financial journey.
Andrew George, Business Coach and Elixir consultant will unveil our research findings and show you how to deliver a better customer experience and client satisfaction in particular how to:
The ideal adviser
What do these findings really tell us? What story do they tell? What have Australians decided the ideal financial advice practice looks like? In this incredibly important session, Steve Prendeville will synthesise the research findings and show delegates exactly what their business should look like if it is to be a highly successful practice and, ultimately, a desirable acquisition target in an increasingly competitive industry.
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