In addition to consuming content in a variety of ways, from virtual meetings to our online CPD business academy and conferences, we are again seeing a further shift in behaviour. The much written about “Zoom” fatigue really did kick in for many of us in the third lockdown and whilst we all enjoy the digital efficiency many of us and our clients are longing to “get back out” which was backed up by our latest adviser research. Whilst our last adviser conference, which took place digitally, received some of the highest feedback scores we have ever had, over half of attendees would like to attend our next event in October “in person”.
Which brings me full circle as the past fifteen months have been very different for all of us, with highly personal and unique experiences. Within Charles Stanley we have a strong heritage of providing a “highly personal service” and whilst this approach has branched out, the principles have not and adaptability is key. To deliver great customer service we really need to spend time asking our customers what important to them, how they would like to engage with our services and proposition and most importantly how that may change in the future.
By Sean Osborne, Group Head of Sales, Charles Stanley
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