Client Retention and New Business in the "New Normal"

Friday, 02 October 2020
12:00 pm – 1:00 pm
    • Nick Thomas, Nick Thomas & Associates

About this session

In this session you will learn about the 'client apathy cycle' and the 'age of the customer', as well as exceptions to the cycle and how these are present in the current environment.

The webinar will look at the importance of meeting the client in their world, the importance of social selling, best practice and how to use it.

Participants will also learn how to overcome client apathy and how to command clients' attention including the use of perspective and how to achieve it.

Finally the webinar will look at challenges to communication presented by the 'new normal' and how to adapt to these.

Learning Objectives

By the end of this webinar delegates will be able to:

  • Understand the challenges to the adviser or seller pre-Covid – client apathy/age of the customer and how these challenge client intimacy
  • Appreciate that whilst Covid and the new normal seems to create greater distance from clients, in fact it creates huge opportunity
  • Learn approaches and methodologies to overcome these challenges and maximise the opportunities

This CPD event is relevant to all financial services practitioners across general insurance and financial planning.

Speaker Biography

Nick offers a unique combination of skills in the UK insurance training sector – an industry sales specialist and a professional coach and trainer.

Nick is an Economics graduate with over 25 years corporate insurance broking experience

He was a highly successful sales producer in the UK broking market before progressing into regional and then national sales leadership roles. As National Development Director at HSBC, Nick was one of only 40 people from a global workforce of 265,000 selected as part of the STARS programme to recognise exceptional performance. He is a highly trained consultative sales specialist, and his experience includes a secondment with a major management consultant to design a best practice sales process.

In the mid-2000s, Nick developed a chronic health condition; his journey to recovery fostered a new range of interests, and a passion for health, and performance. He studied widely, qualifying as a Master Practitioner in Neuro-Linguistic Programming (NLP), obtaining a Diploma in Life Coaching, before going on to study Corporate/Business Coaching with The Coaching Academy. Nick is also a qualified Holistic Lifestyle Coach and Advanced Exercise Coach.

In the last two years Nick has worked in a self-employed capacity in training, coaching, and consulting. He works with a specialist adviser in Insurance sector M&A (Mergers & Acquisitions), and through Nick Thomas & Associates.


Please use the link above to book your place.

A link and joining instructions will be sent out automatically before the webinar begins.

Any queries please email Alan.

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at