Section 3: Building loyalty

This module aims to equip readers with the knowledge and understanding necessary to foster client loyalty, measure its impact and leverage it for long-term business success. The module also provides financial advisers with the knowledge and tools to effectively understand and therefore meet the diverse needs of their clients, enabling them to differentiate each client’s needs, develop a structure for client meetings and understand the value that their financial advice provides to their clients.

In addition, module five will educate readers on the value of obtaining client feedback, guiding the reader through the various approaches of gathering and, subsequently, analysing feedback effectively. The module advises on methods to convey client feedback to staff in a positive way to ensure their engagement with the process and teaches ways to monitor any service changes put in place to ensure that the desired results from change processes have been achieved.

 

 

 

Upon completion of this module, the reader should have a firm understanding of the relationship between client loyalty and long-term business success. The reader should be able to recognise the business benefits that come with obtaining client loyalty and have a clear insight into practical methods they can undertake to measure and evaluate the success of their loyalty-building approaches.

In addition, upon completing the module the reader should have sound knowledge and comprehension of the different categories of client needs in the financial advising industry. They should be equipped with the necessary practical skills to structure and conduct successful client meetings and understand the value of the advice they provide to their clients. The significance of keeping client promises should also be fully understood.

Finally, the reader should fully understand the benefits of seeking feedback from clients, knowing the best ways to gather and use this information, how to analyse results, use the feedback to improve their service and measure the effectiveness of their improvements.