The Influence of Natural Behavior on Decision-Making

Natural DNA Behavior predicts how people will respond to life and financial events, and therefore will drive many of their decisions, particularly when under pressure. However, at times their decision may be shaped by a significant life experience, circumstances or education.

Financial Performance in the New Behavioral Economy White Paper

The winds of change are moving fast through the modern economy, and this includes the financial services industry. What we are seeing is the emergence of the New Behavioral Economy – where the client is king and behavioral finance is in. This means the approach to providing financial services will become client centered and will […]

Confidence and Client Engagement: Keys to Advisor Success

This week I attended the Financial Behavior in Retirement Summit in Chicago and presented “Really Knowing Who Your Clients Are”. The presentation guides advisors to understand the importance of knowing the natural behavior of clients and uncovering their life and financial motivations in order to tailor services to them. By customizing their services, advisors will […]

The Key Ingredients for Relationship Performance

Research is showing that many advisory firms talk about the importance of building relationships with clients. However, the clients do not believe there is a quality relationship. So what is the key ingredient to build your relationship performance? In our work, we talk about the need for advisors to build relationships which emotionally engage the […]

Preventing Client Disloyalty

I recently read with great interest an article published in the Harvard Business Review called “Stop Trying to Delight Your Customers”. The article addresses a recent research study of 75000 people conducted by the Customer Contact Council a division of the Corporate Executive Board which showed that a major contributor to client disloyalty across a […]

Know Your Client’s Trust Levels

Last week I was working with one of our Certified Wealth Mentors with my role to offer some behavioral insights on some difficult client cases. The cases were difficult because of the clients attitudes not only to financial decision-making but also to life. These cases reaffirmed to me how much trust is core to all dimensions of every client situation. This is why when we redeveloped our DNA personality system in the past year we made trust a new stand-alone personality factor.

Often when we talk about trust it is in the context of our role as trusted advisor and building open relationships with clients. Certainly, this is an important dimension. Talking about trust in this way is fine. However, the heart of truly understanding trust and to knowing our clients is to know where trust comes from.

Do You Know Who Your Clients Are?

No matter the industry, providers of products and services are always saying something to the effect of: “You are blind as to who is going to walk in the front door for their first meeting with you. As you work with the client a bit you have a greater collection of knowledge but still not […]

Improving the Connection with Your Prospects and Clients

Have you considered what is going to propel growth in your business in the coming months and years? Schwab conducted a research study in March 2009 which shows the greatest 3 enablers of growth are: 1. Closing the deal with prospects – 75% 2. Maintaining quality service – 73% 3. Adding new technology for scalability […]

Changing Lives with Powerful Questions

Today, I listened to a great presentation by Tal Ben-Shahar who teaches positive psychology at Harvard University. Interestingly, his 2 courses have been rated the most popular in the university. No wonder, he is so motivating. The message he delivered was that if you want to change the reality of people’s lives then you need […]