Client Loyalty

Julie Littlechild Dispels the Cult of Satisfaction

Wednesday, October 17th, 2012

by Stephen Wershing, Client Driven Practice This will be the first of a series of posts on sessions from this year’s FPA Experience, held last week in San Antonio, TX. Julie Littlechild, author of several studies on client attitudes and referral behaviors including Anatomy of the Referral, presented “Cracking The Referral Code” including new data […]


The Hidden Value Driver in Your Business

Wednesday, May 16th, 2012

  Recently, I hosted a luncheon roundtable for top performing advisors. Among the topics was what determines the value of an advisor’s business. First I got the obvious responses – assets, income and recurring revenue. Other answers included the extent to which you’ve built a strong team and have above average client loyalty and retention. […]


The Surprising Way to Deepen Client Relationships

Wednesday, May 9th, 2012

  A lot has been written about how to increase client loyalty, and certainly I’ve made my own contributions to that body of work. Despite the volume of ideas on this topic, many advisors still have better relationships as a key goal, particularly in light of the extent to which the market turmoil of the […]


The Magic Question For Growing Your Business

Wednesday, January 25th, 2012

Here’s a simple idea to help you build a great business: Every time you need to make a decision about your business, ask yourself “How will this impact client satisfaction? Every time you spend money for your practice, ask yourself “How will this impact client satisfaction? Every time you make a staffing change, ask yourself […]


How to Turn a Down Market into Client Loyalty

Wednesday, December 21st, 2011

During the last month stock market have dropped and gyrated; some days by a whopping 5%, and in the case of many clients, wiped out this years gains. While this is bad for portfolios, it doesn’t have to be bad for your client relationships. Will the market bounce right back, or continue going down? Is […]


New research from Harvard Business Review: “Focus on relationships is costing you money”

Wednesday, October 12th, 2011

The past 10 years has been called the “relationship decade.” In industry after industry, the focus has shifted from selling products to meeting clients’ needs, and away from transactional sales to ongoing relationships. It’s hard to argue that everyone’s not better off as a result; not just customers but also advisors and the firms they […]