9:00am - 9:05am

Welcome and introduction from MC James Mitchell

9:05am - 9:20am

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:

  • A lack of loyalty among highly satisfied clients
  • Poor referral activity among those most likely to refer
  • An alarming lack of clarity around advice fees
  • A significant proportion of Australians don’t know what an adviser does
    Over the course of the day, industry leaders will address each of these findings and deliver practical strategies and proven solutions to win new customers and re-engage clients looking to leave you.
James Mitchell

editor, ifa, Momentum Media

Michael Johnson

Head of Strategy, Momentum Intelligence

9:20am - 9:50am

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:

  • Where new business is best generated
  • How to cultivate a powerful referral network
  • The digital tools that will turbocharge your referral strategy
Kim Payne

Managing Director, 9rok

9:50am - 10:20am

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.

Deena Janes

Managing Director, Your Client Matters

10:20am – 10:50am

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.

Moderator: James Mitchell

Editor, ifa Momentum Media

Kate Anderson

Group Executive Advice Service Sales and Solutions, Centrepoint Alliance

Eugene Ardino

CEO, Lifespan Financial Planning

Hans Egger

Managing Director, Astute Wheel

10:50am - 11:20am

Morning Tea

11:20am - 11:50am

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:

  • Ensuring customers are completely clear about the fees they are paying
  • The dangers of lacking clarity around remuneration
  • Getting your fee structure right every time
Sarah Penn

CEO, Mayflower Consulting

11:50am - 12:20pm

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.

We’ll explore:

• 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.

Mark Weingarth

Associate Director, Macquarie's Banking and Financial Division

12:20pm – 12:50pm

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:

  • Create effective strategies and clear communication to win the trust and business of new clients
  • Demonstrate your value and gain the satisfaction and trust of your clients
  • Deliver over and above your regulatory requirements to deliver a great client experience to retain the loyalty and confidence of existing clients
Andrew George

Consultant, Elixir Consulting

12:50pm – 1:35pm


1:35pm - 2:20pm

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.

Steve Prendeville

Founder and Director, Forte Asset Solutions, Forte Licensing Solutions and Forte Consulting Solutions

2:20pm - 2:30pm

Wrap up


report distribution and event close