Photo: Shutterstock
For financial advisors and small business owners who are focused on developing and retaining loyalty among clients, the remote workplace reality in the virus era increasingly has ratcheted up anxiety levels and posed new challenges as meetings have moved online.
Thirty-four percent of respondents in a new survey, conducted by the calendar and time management company Doodle and released Thursday, said they are putting in more work to prepare for virtual client meetings than they would have done for an in-person meeting.
Chart courtesy of Doodle
The survey of more than 1,100 workers also presented various ways that employees are trying to be "more dynamic, engaging presenters and participants" in virtual meetings.
"Taking steps to prepare for online client meetings, both as an organizer and as a participant will have profound impacts on customer relationships, engagements and loyalty," Renato Profico, CEO of Doodle, said in a statement. "Loyalty is a basic human trait that is hard won and the culmination of deliberate effort and wholehearted commitment. Yet, it hasn't been given the attention it deserves in the current discussions of how COVID-19 is impacting businesses."
Chart: Doodle
The coronavirus pandemic has put a strain on workforces across industries, forcing employees to collaborate more online and putting a strain on how employees interact with clients.
Nearly half of the respondents said they were conducting meetings outside of normal hours to help accommodate client schedules.
Doodle's survey suggested that professionals treat clients as "individuals, rather than as entities. Make every interaction—be it in an online meeting or in-person meeting—feel like it was customized to match your clients' needs, pain points and priorities."
A recent Deloitte report addressing customer loyalty and trust put it this way: "Every business has its most loyal customers, so decide what special services and resources you can supply to these valuable customers. Although all your customers are important, it may become necessary to make the decision to take care of these customers first."
Complete your profile to continue reading and get FREE access to BenefitsPRO, part of your ALM digital membership.
Your access to unlimited BenefitsPRO content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking benefits news and analysis, on-site and via our newsletters and custom alerts
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical converage of the property casualty insurance and financial advisory markets on our other ALM sites, PropertyCasualty360 and ThinkAdvisor
Already have an account? Sign In Now
© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
Mike Scarcella
Mike Scarcella is a senior editor in Washington on ALM Media's regulatory desk. Contact him at [email protected]. On Twitter: @MikeScarcella. Mike works on a slate of newsletters: Supreme Court Brief | Higher Law | Compliance Hot Spots | Labor of Law.
