The Client Experience Era

Kirk and Matt give some “Client Experience” examples and relate these specifically to Financial Services. Using words like “it’s all about you” experience and community. Today’s Experience means focusing on intangibles like style, feel, comfort, reliability.

Sales used to be about: Product, Place, Price, and Promotion. Now it’s Solution, Access, Value and Education. The Experience used to be “transactional” and it absolutely necessary to move to “service”.

Kirk and Matt go into detail about Hits, Touches and Moments with an aim of having you look at your client experience with fresh eyes.

Resources mentioned in podcast: