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Staging experiences & guiding client transformations
Manage episode 364664201 series 3333605
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Mark is joined by Dennis Moseley-Williams, Founder of DMW Strategic Consulting and expert in the experience economy.
Dennis helps organizations understand that customer experience is the predominant economic offering in the world today — as distinct from services as services are from goods. He demonstrates ways in which experiences can be crafted and staged so that they entice, educate, satisfy, and transform.
In this episode, Dennis and Mark discuss:
- The experience economy and what it means for advisors
- The difference between services and experiences
- How the role of a Financial Advisor is to stage a series of sequential experiences to guide clients through transformations
- A shift in focus from "what I've done" for clients to "who I've helped them become".
- Why there is a disconnect between customer satisfaction and client referrals.
- Practical steps advice businesses can take to implement transformational experiences for their clients.
To learn more about how Lumiant can help you engage clients with values based advice visit www.lumiant.io
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