No one disagrees with the importance of client experience (CX) in asset management, but how can you galvanize people into action? We believe the case is three-fold: excel to stay ahead of your competitors, make money, and comply with the UK’s Consumer Duty – a market most asset managers serve.
An ‘organization first, client second’ approach risks a disjointed pre-sale client experience (i.e. a leaky funnel). Instead, looking through the lens of client behavior shows how Marketing can flow seamlessly into Sales. You will know your funnel is working when clients give more time and money to your brand than to the average asset management firm. This is precisely what the Client Behavior Benchmark will tell you.
How can you “oversee client behavior at every stage of the journey and provide evidence that you have achieved good outcomes” in asset management? Why is this important? #ConsumerDuty To understand the theory, see it in action with real data, and get an insight into the future direction of travel, watch Adam Grainger’s presentation to Digital Client Engagement 2024. DCE is the invitation-only forum for Heads of Digital Marketing and Client Engagement from Europe’s top asset managers.
Client engagement is about stimulating the most important client behaviors and converting one into another. Develop a competitive advantage by leveraging patterns of client behavior at the ‘follow-through’ points on the client journey.
How can you oversee client behavior “at every stage of the journey and evidence whether you are achieving good outcomes for them?” #ConsumerDuty
To find out, join Adam Grainger at the upcoming Digital Client Engagement Connect conference – the invitation-only forum for Heads of Digital Marketing and Client Engagement from Europe’s top asset managers. Here’s a short video of what to expect and a link to the event.
How easy is it for your C-suite to oversee client experience (CX)? Accomplish’s new Asset Management CX Scorecard lets them monitor “how clients behave at every stage of the journey and whether you achieved good outcomes for them.” #ConsumerDuty
We are proud to report that, in 2024, Accomplish’s Nurturing the Future project has continued to make strong progress, having now planted 8,000 trees! But where did we plant, and why? Click through to find out.
CX is an ‘effect’ you ‘cause’ that manifests itself in what clients say (feedback) and what they do (behavior). Feedback is qualitative while behavior is quantitative – measurable along the client journey in either ‘gifts of time’ or transfers of money. If your CX underperforms at engaging clients, they will give their time to your competitors … and then their money.
Read on for common pitfalls and best practices.
Do you want to promote the excellence of your company’s client experience (CX)? Can you prove that you excel? If not, this article is for you. To let you make this claim, this page lets you download the asset management CX Data Readiness Check so you can take a free trial of the Client Behavior Benchmark and discover where you outperform.
1. What is client experience (CX)?
2. What is the business case?
3. Should you focus on what clients say or what they do?
4. Is CX art or science?
5. What does the latest data say?
For the answers, check out Accomplish’s Asset Management CX 2024 update.