Netwealth IQ Webinar
Creating loyalty that lasts - how to retain clients for life
Behavioural science insights with Jonny Hanratty from The Lab Strategy
Overview
Understand why clients stay, why they leave, and how to keep them.
Clients who work with financial advisers perceive increasing value over time, yet many still decide to leave. So what makes them stay? And how can advisers ensure long-term retention?
Continuing on from our last report centred around winning new clients, our latest Advisable Australian research uncovers the behavioural science behind client loyalty and reveals the key strategies financial advisers need to understand and implement to retain their most valuable relationships.
Watch these videos and explore:
- Why ‘happy clients’ still leave—and how to prevent it.
- The three segments of an advised client - Newcomers, Settled and Loyals - and how to tailor your service accordingly.
- How overconfidence bias causes clients to believe they no longer need an adviser.
- Why transparency in pricing and service enhances trust and engagement.
- Proven strategies and case studies to boost long-term client retention.
- And many more.
Key findings
On-demand presentation
Full presentation: Creating loyalty that lasts - how to retain clients for life
Key takeaways
What are the key drivers of value?
Our Advisable Australian research uncovers 12 critical drivers that influence client satisfaction, trust, and retention. These insights—grounded in behavioural science—can help you adapt your approach and create lasting relationships.
Driver 1 - Goal-based advice
Driver 2 - Aligned investment options
Driver 3 - Guidance for the unexpected
Driver 4 - Innovative advice
Driver 5 - Operational transparency
Driver 6 - Communicate often, proactively
Driver 7 - Continual reassurance beyond markets
Driver 8 - Knowledge for empowerment
Driver 9 - Prompt and timely support
Driver 10 - Frictionless digital experience
Driver 11 - Rewarding clients
Driver 12 - Contributing to the world
Dive deeper into our research to learn how to keep your clients for life
Client expectations evolve—your approach must too. Our latest Advisable Australian report reveals the 12 key drivers behind client retention, why satisfied clients still leave, and actionable strategies to keep them. Download it now for practical insights to proactively meet the changing needs of clients as their relationship evolves with you.
Speaker
About The Lab Strategy and the speaker
The Lab Strategy is a team of inquisitive minds dedicated to unlocking growth opportunities. They delve into the intricate relationships between people, brands, and culture to help companies solve complex problems, like Telstra, Ripcurl, David Jones, and the AFL. And their international portfolio includes a diverse collection of strategy work with Google, Uniqlo, Toyota, and Samsung.
Meet Jonny Hanratty, Group Strategy Director, Behavioural Science at The Lab, Jonny is a seasoned behaviour change strategist with over a decade of experience in applying behavioural science to tackle business and societal challenges.
Resources
Catch up on resources about client acquisition
Advisable Australian Report
Bridging the value gap to win new clients
Based on our 2024 Advisable Australian research and the latest behavioural science principles, learn to recognise the barriers to financial advice and overcome the challenges of converting prospects into clients by bridging the 'value gap'.
Innovation Workshop
Acquiring more customers
In this self-guided workshop you and your team will utilise Netwealth's Value for Money model to uncover the touchpoints that matter for your prospects and develop actionable plans to turn them into clients.
Netwealth IQ Webinar
What does ‘value for money’ mean for your prospective clients?
Learn key findings and insights on improving value perceptions to enhance client acquisition. The session covers the Netwealth Value for Money Model and practical tactics to convert prospects into clients using behavioural science tools and frameworks.