Advisors who engage clients more frequently report significantly stronger loyalty — net promoter scores (NPS) jump from 32 to 57 when firms increase the cadence of meaningful interactions according to Fidelity’s Excelerate Your Growth report in 2023.
That’s a 78% increase in client advocacy, driven by consistently delivering a purposeful, high-touch experience across every stage of the relationship.
As your business grows, delivering that kind of consistent and intentional experience becomes one of your most valuable differentiators. Without structure, even the best service can become reactive, uneven or overly dependent on individual team members. That’s why leading advisory teams are stepping back to reimagine the client experience — not as a collection of tasks, but as a strategic system that reinforces trust and reflects the evolving needs of their ideal client.
“It starts from the beginning, but you have a chance every day, every month, every time you interact to change the way that relationship is perceived … How do we take advantage of that?”
— Max McQuiston, Advisor Practice Management Consultant at Capital Group
A world-class client experience is consistent across all touchpoints, aligned with your brand and intentionally crafted around the needs of your ideal client and their family. It is designed as a whole-team strategy to maximize value for time invested and deliver emotional resonance, clarity and trust at every stage of the relationship. This lesson shows you how to design a system that reflects your brand, supports your promise and elevates the experience from onboarding through every touchpoint.
INSIGHTS
Creating the "wow"
In this video, advisor Bart Zandbergen shares how his office space and experience is designed to "wow" clients and convey his practice's distinct value.
Bart Zandbergen
Founder and CEO, The Zandbergen Group
3MINVIDEO
INSIGHTS
Onboarding clients with impact
In this video, Max McQuiston talks about onboarding new clients and how first impressions can set the tone for the duration of your client’s experience.
Max McQuiston
Advisor Practice Management Consultant
4MINVIDEO