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More than 100 industry professionals sat in awe at a recent ING DIRECT luncheon, hearing the story of Victoria Cross recipient Corporal Ben Roberts-Smith.
The special guest speaker at the annual business luncheon told a full room about what is now considered the most successful Special Forces assault in Afghanistan.
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Corporal Roberts-Smith, who was awarded the Victoria Cross for his actions in Afghanistan, said that to overcome adversity, you need to train your mind.
“We know through training and through research that it takes 21 days to instigate what we call 'muscle memory'. We talk about that with physical training; it could be something as simple as drawing a pistol. If you draw a pistol for 21 days the right way, it will become automated,” he explains.
“It is the same for affirmations. If you can look at yourself in the mirror for 21 days, once at night and once in the morning, it will be instilled in your subconscious. That is the way the human brain works and we have done research to prove it.”
Lisa Claes, executive director for distribution at ING DIRECT, also addressed the room, discussing several key consumer trends that are currently impacting the industry.
According to Ms Claes, the digital age has spawned a new and impatient consumer.
“This is a consumer who wants everything, right away,” she said. “However, it is the mobile consumer that we know is three and half times more likely to buy more products from us than anyone else.
“We also know that if a website takes longer than three seconds to upload then 40 per cent of consumers will log out.”
Ms Claes told the room the implications of these trends are that brokers need to take a holistic approach to dealing with clients. She advised making use of CRM systems to keep up with the new 'impatient consumer'.
