- Solutions
Capabilities
Transform Your Team to Drive Results & Achieve Sustainable Business Outcomes
- Results
Driving Concrete Business Outcomes through Lasting Performance
- Resources
Resources
Gain Expert Insights for Advancing Team Excellence and Achieving Results
- Events
Access Strategic Insights at Our Exclusive Events to Enhance Performance
- About Us
Cultivating a Network of Trusted Advisors to Drive Meaningful Outcomes
- Contact Us
Case Study
Industry BFSI (Banking)
Category Leadership
Product Counselor
Business Issue
A financial planning organization determined the need to transform into a digitally enabled, client-centric organization. While the systems and process improvements were core to the transformation process, establishing a consultative framework and skill set that aligned with the values of the business and compliance frameworks helped to ensure clients were engaged in the advice process and that the benefits of new technology were leveraged and recognized.
Solution Summary
Wilson Learning conducted a comprehensive analysis and developed three customized programs for financial planners, support team members, and the executive leadership team.
The Consultative Process™, rolled out to financial planners and the support team, introduced a problem-solving mindset and an effective process for client consultation. By modifying behavioral patterns and developing better systems, consistent measures remained in place to assess conversion to business results.
Supporting departments were also provided with skill reinforcement to help establish improved client engagement as a way of working across the business. A total of 260 employees participated in the consultative process programs over two years.
Outcomes
- Client Engagement – Participants better understood client needs, addressed issues proactively, built stronger rapport, and created alignment through a win-win problem-solving approach.
- Communication – Participants handled difficult situations more effectively, addressed fee discussions early, and used language that managers could reinforce, reducing stress and improving interactions.
- Business Results – Conversion rates improved consistently from initial conversations to finalized client solutions.
Behaviors that showed the greatest level of change:-
The participants were able to:
- built a stronger rapport and addressed client needs proactively.
- handle difficult conversations earlier and more confidently.
- Teams consistently applied consultative problem-solving practices.
- Workplace stress decreased as employees managed challenging interactions more effectively.
The impact evaluation revealed positive effects on skills, performance, and client engagement across all levels.
Learn More
