Then, once you’ve gathered those metrics on call times, answer rates, emotional connections and more, create action plans to better engage with your customers and deepen your firm’s customer-obsessed mindset. Outline three things to do differently over time, discuss those goals in team meetings, and provide feedback and kudos to your advisors as appropriate. Proactively soliciting anonymous feedback from your customers to ensure your actions are meeting their needs and goals can go a long way towards having a truly customer-obsessed culture.
Whether by communicating more sincerely, personalizing your approach, or striving to offer services that evolve with your customers’ needs, they will notice that you care. It’s up to you to take the steps and show them.
Carrie Hansen is chief operating officer and president mutual funds at AssetMark.