Building Client Loyalty & Customer Experience - A Guide for Support Staff

Introduction

Support teams are the oil in the engine of the firm when it comes to client care, from taking the first calls to fielding requests for information, appointments and the occasional complaint.

This webinar will explore how your role adds value to the overall client experience and builds loyalty and commitment with the client base.

What You Will Learn

This webinar will cover the following:

• Mapping the client journey - where do you come in?
• How going the extra inch is often more important than the extra mile
• What drives client satisfaction and loyalty and how do you contribute to that?
• What do clients expect and how will we provide that?
• How have client expectations changed over the past 10 years?
• How will they continue to change and what do we need to be ready for?

This pre-recorded webinar will be available to view from Monday 13th April 2026

Alternatively, you can gain access to this webinar and 2,100+ others via the MBL Webinar Subscription. Please email webinarsubscription@mblseminars.com for more details.