Delivering on your client promise:
How exceptional customer experience delivers business growth
Why customer experience matters for financial advice firms
In the financial advice sector, a competitive and compelling proposition focuses wholly on client needs, preferences and goals.
We’ve developed five steps to help you identify and understand your ideal client, design a consistent experience that anticipates and delivers on their needs and develop a compelling client value proposition. In doing so, you can create the foundation for sustainable growth.
How does your firm’s client experience rate? Take our quiz to find out.
As a leader in an advice business, you understand the impact of a great customer experience (CX). This quiz will help us guide you to the right resources for delivering, managing and advancing your firm’s approach to a strong, differentiated CX.
Quiz results
Thank you for completing the quiz. Based on your response, your firm has an opportunity to re-focus on the client experience you offer. Downloading our guide, ‘Delivering on your client promise: 5 steps to success’ can help you learn how a CX strategy can help you build and sustain a competitive edge.
Quiz results
Thank you for completing the quiz. Based on your answers, your business is demonstrating a moderate understanding of CX principles.
Quiz results
Thank you for completing the quiz. Based on your answers, your business is demonstrating a strong understanding of CX principles.
Recommendations
For examples of how firms are defining their ‘bullseye’ client and shaping their offering and experience to attract more of them, take a look at the following sections in the ‘Delivering on your client promise: 5 steps to success’ guide:
- Step 1. Define your ideal target client, page 6.
- Step 2. Clearly understand your ideal clients’ needs, page 8.
Talk to us
Macquarie is here to help your advice firm thrive in a changing environment. To learn more about the tools and insights available to you, talk to the team today.
Recommendations
Learning more about how market-leading advice firms are defining and attracting their ‘bullseye’ client can help you shape your CX strategy. We suggest you explore the following sections in the ‘Delivering on your client promise: 5 steps to success’ guide:
- Step 2. Clearly understand your ideal clients’ needs, page 8.
- Step 3. Provide a consistent experience, page 12.
Talk to us
Macquarie is here to help your advice firm thrive in a changing environment. To learn more about the tools and insights available to you, talk to the team today.
Recommendations
Learning more about how market-leading advice firms are designing and maintaining a CX strategy can help you sustain a competitive edge. We suggest you explore the following sections in the ‘Delivering on your client promise: 5 steps to success’ guide:
- Step 3. Consciously design and personalise the experience, page 10.
- Step 4. Provide a consistent experience, page 12.
- Step 5. Articulate what you do clearly and consistently, page 13.
Talk to us
Macquarie is here to help your advice firm thrive in a changing environment. To learn more about the tools and insights available to you, talk to the team today.
59% of customers globally say the pandemic has raised their standards for customer service, and 80% say the experience a company provides is as important as its products and services.1
In a service-based industry your firm can thrive by meeting and then exceeding customer expectations.
Watch the video—
Pivoting to customer experience
Tiffani Bova, Growth and Innovation Evangelist from Salesforce provides an overview of how a firm can switch from being a product focussed organisation to one that is customer-led, working backwards to the services you deliver.
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Download the guide—
Delivering on your client promise: 5 steps to success
This guide will provide you with five steps to build and execute on a competitive customer proposition.
From entrepreneur to enterprise:
Why a robust strategy is key to every successful business
Delivering on your client promise: 5 steps to success is the second in a series designed to help financial advice business leaders thrive in a changing environment.
In our first guide in this series, From entrepreneur to enterprise: Why a robust strategy is key to every successful business, we offer frameworks for your firm, to give you confidence in the strategic decisions you're making – and help translate them into action.
Download the report
Understand the five steps you can take to deliver exceptional customer experience.
Talk to us today
To understand more about how Macquarie can help your business thrive in a changing environment, talk to our team.
Learn about VAN
The Virtual Adviser Network (VAN) Build for the Future is an 18 month program that embeds the foundations for growth and sets your firm up for a sustainable, prosperous future.
Additional information
This information has been prepared by Macquarie Bank Limited AFSL and Australian Credit Licence 237502 and does not take into account your objectives, financial situation or needs. Before making any financial investment decision or a decision about whether to acquire a product mentioned on this page, a person should obtain and review the terms and conditions relating to that product and also seek independent financial, legal and taxation advice.