The notion of ‘customer experience’ has long been regarded as an ethereal, intangible concept by many industry segments, including financial services. The historic absence of being able to tie quantitative results from customer experience efforts to business objectives and financial outcomes has certainly been a contributing factor. That line of thought is changing…rapidly. Consider […]
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There’s a lot written these days around the challenges in effectively reaching Millennials (those born roughly between the early 1980s and early 2000s). Having grown up in a technologically-enabled world with an unprecedented amount of information and options at their fingertips (literally, it just takes a swipe), they have a distinct set of experiences and […]
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One of the oldest sayings in the wealth management industry is “Mutual funds are sold and not bought”, implying that investors’ purchase decisions are made primarily as a result of recommendations made by financial advisors and less so the desires of investors. Notwithstanding the value of advice in helping investors reach investment decisions, traditional wealth […]
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A recent JD Powers Investor Satisfaction Survey found that investors want transparency surrounding their fees and portfolio performance. When advisors are “transparent” and provide clients with these details the client satisfaction ratings increase on average from 65% to 95%! Dealers and investment management firms are coaching advisors on that very topic to help them with […]
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In a recent article on loyalty programs, solutions provider Colloquy stated that that 81% of consumers know that their data is an asset to organizations but that 67% of those same consumers do not feel they are getting any benefit for sharing it. In our opinion, this shortcoming isn’t just indicative of loyalty programs, but of marketing […]
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The pending Point of Sale (POS3) regulatory deadline (May 2016) is keeping compliance professionals busy designing new workflows and evaluating solutions that support a shift from the Back Office to the Front Office. This is driving a major change in how compliance is managed and also the speed at which all compliance events must be […]
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I read a blog post recently on innovation called “Where To Look For The Next Big Thing” which was a great reminder for all of us in the technology field who specialize in any business vertical – whether it’s financial services, automotive or consumer packaged goods. All of us have an opportunity to bring new […]
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The CSA letter published on January 28, 2015 said that CRM2 amendments scheduled to come in to force on July 15, 2015 have been extended to December 31, 2015 in response to an IIAC letter managing director Barbara Amsden sent to the CSA on December 20, 2014. This gives dealers an additional 6 months to […]
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This article points out 6 regulatory opportunities – strategies that help wealth managers turn regulation into customer upside. Our customers are implementing some of these ideas ahead of POS Stage 3 – and taking advantage of opportunities that include e-migration, improved customer experience and improved communications. Every industry player must comply so why not turn a […]
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This week’s IE article on CRM2 fostering stronger client relationships is a rare and welcome view on the regulation. Now that CRM2 is a reality, why not make the fee disclosure conversation a positive one with your clients? The article encourages the use of technology to share valuable information with your clients and we couldn’t agree […]
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