A few days ago my mortgage company informed me about changes on my escrow account. But there is one little – huge- difference: It did by sending me a personalized video with my new numbers and the explanation of the changes.

A few days ago my mortgage company informed me about changes on my escrow account. But there is one little – huge- difference: It did by sending me a personalized video with my new numbers and the explanation of the changes.

(Personal details removed for privacy)

Why am I sharing this? As you may have seen from our communications, Slata has evolved in the last year to focus on client experience. There were a couple of personal experiences that sparked this change.

It started when I applied to a mortgage loan. When I went through the process of meeting with prospective mortgage brokers, they all looked the same. They would say “send me your paystubs, tax filings, etc. via email, I will analyze and get back to you”. Days would go by and I would not hear back so I would look for someone new and go over the same process again.

One realtor recommended Quicken Loans and I just applied online. From the first moment I applied and throughout the process, the system would alert me of the next steps, the status of my application, what I should expect and most importantly, they would also combine it with a human call to check in with me on every step of the way. (Full disclosure: I am not being compensated by the company in any shape or form to write about them)

Secondly, at Slata we experienced what may seem like the dream come true for many firms: we implemented a marketing campaign that attracted many leads to a client, up to the point that they could not handle the work load. Why? Because their service structure was designed to serve clients on a one on one basis, without the support of a standardized process or the help of technology.

These experiences truly shaped my view of how financial services companies should be working on their marketing efforts. Money (or time) spent solely on the acquisition of new clients will only take you so far. 
Money spent to ensure you provide a superb client experience that converts your customers into loyal fans is an investment that will be allocated to the stable, long term growth of your company.

Most asset managers, financial advisors, and other financial services have a hard time moving from a close, one on one relationship with clients, into one that is both personal and scalable. 
Obtaining the capacity to grow and scale a highly personal service without losing the capability of providing a superb client experience.

Technology, smartly implemented, provides just that. And that is why we are now focusing on helping companies implement impactful, impressive and efficient client experiences that generate word of mouth referrals.

Want to learn more? Let’s chat.