Content Level: Intermediate
NAPFA Subject Area: K-Marketing & Practice Management

Creating a great client experience is a phrase we hear more and more in financial planning circles. But what does it really take to create that? Of course, speaking with clients can provide a helpful gauge, and formally asking for feedback and measuring client satisfaction and/or net promoter score (NPS) can uncover gaps and opportunities. Now what? In this Playbook session, the second of three webinars focused on improving the client experience and attracting ideal clients, we will hear from New York Times best-selling author and "abundance activist" Ellen Rogin, CPA, CFP®.

We'll explore:
• Using client feedback to create tailored experiences for individuals and/or group of like-minded clients
• How to create the "wow factor" with your most important clients
• Identifying and articulating your superpower
• Creating deep and meaningful client relationships
• Moving clients from simply satisfied to raving fans (sparking referrals and introductions)
• Doing your best work and making the difference you are meant to make in the world

Between session #2 and session #3, we'll ask you to make a list of your best clients and jot down why you'd like to gain more like them. We'll ask you to make notes about what they appreciate most about working with you, and what more you can do to attract additional clients just like them. When you return for session #3, we'll discuss what you saw and brainstorm ways to shore up deficiencies and fill any gaps.