2023 Playbook Series #1, Session #1: Measuring Client Satisfaction and Driving Referrals-Slide handout - Playbook #1, Session #1: Measuring Client Satisfaction and Driving Referrals

Slide handout - Playbook #1, Session #1: Measuring Client Satisfaction and Driving Referrals

Pdf Summary

The document provides information about upcoming programs and events hosted by NAPFA (National Association of Personal Financial Advisors). These include webinars on utilizing TIAA (Teachers Insurance and Annuity Association), a three-part series on improving the client experience and attracting ideal clients, and regional symposiums in various locations.<br /><br />One section of the document discusses the process of gathering and utilizing client testimonials for marketing purposes. It outlines the steps involved, such as reviewing the SEC marketing rule, creating a survey, collecting responses, and incorporating the testimonials into website content, emails, and social media.<br /><br />Another section highlights the goals and outcomes of a client satisfaction measurement process. The goals include delivering a better client experience, aligning services with client needs, and gathering referrals and testimonials. The outcomes include measuring overall satisfaction, comparing service across the organization, identifying drivers of satisfaction, and revealing sales and marketing opportunities.<br /><br />The document also includes information about an engagement process called Connect, which aims to enhance the client experience and increase engagement. The process involves capturing client input during reviews to drive meaningful conversations and has resulted in increased satisfaction and engagement among clients.<br /><br />Lastly, the document provides reminders for upcoming webinars in the Playbook series and announces the launch of the NAPFA Nation Podcast series.<br /><br />Overall, the document highlights various programs and strategies aimed at improving client satisfaction, driving referrals, and enhancing the client experience.

Keywords

NAPFA

webinars

client testimonials

client experience

regional symposiums

SEC marketing rule

client satisfaction measurement process

referrals

engagement process

Playbook series