The Asset Management Behavioral Benchmark

A revolutionary business intelligence tool

How asset managers are using behavioral benchmarking

There are many new things you can do with the benchmark. Here are the most common examples we hear from asset managers:

Complete your business intelligence

Now that we can measure and compare our effect on our clients’ behavior, we can see our end-to-end client experience (CX). We embed these insights into our business intelligence to complete our 360-degree view of our clients. Read more

Optimize for behavioral differences

We are spotting differences between one client segment and another, across clients in different regions, and even inside our own organization.

Asset Management CX Benchmarking

Manage and improve the different aspects of your CX

As an example, being easy to do business with is important to us, so ‘convenience’ is one of the desired effects we watch closely to monitor how we compare to our peers. Knowing where we are above and below average enables us to play to our strengths, and we can now forecast our effect on client behavior and use it to set measurable objectives. As the old quote goes, “what gets measured gets managed.”

Connect your distribution strategies

Marketing, sales, and service are about encouraging observable and measurable behaviors in our clients, so we are designing distribution strategies to encourage specific behaviors. And we can now monitor connectivity and consistency across your organisation. Read more

Alleviate your ‘survey fatigue’

Instead of just giving clients more empty boxes to fill, we analyze their experiences without disrupting them, consult them in an informed way, and discuss our findings and plans with them. We like to think they gain superior experiences for less effort. Read more

“This is exactly the type of data we've been looking for. And what is really compelling is that we, the users, own it.”

A Head of Analytics and Insights

What makes the
Behavioral Benchmark
different?

Designed for asset managers by asset managers, it has three unique features:

Behavioral analytics

Actions speak louder than words. You can now measure your effect on your clients’ behavior without disrupting them.

1

Segment-specific client journeys

Some aspects of your client journey will matter to all clients, while others will matter more to some and not at all to others. The benchmark addresses this segment-specific client journeys – institutional, advisory, and wholesale.

2

A self-governing user group

You and your peers will direct the data and tools you need, share best practices, and synthesize new solutions. Through these industry discussions fuelled by consistently gathered data, the strong are getting stronger.

3

“Now they can see CX in a tangible form,
our teams across the business have really engaged in the topic.”

A Head of Client Experience

A revolutionary business intelligence tool

Because the Behavioral Benchmark measures touchpoints across the end-to-end client journey it yields vital and previously unavailable business intelligence.

Accomplish’s analytics and visualizations enable you to see your end-to-end client experience, drill down into target behaviors, as well as put things in perspective.

A dashboard will let you see the highlights and lowlights at-a-glance, which you can then filter by different factors, for example, by behavioral effect, client segment, or region.

For those who love to geek out, you can drill down into individual client behaviors and explore intuitive visualizations, specialist narratives about trends and seasonal variations, and relationships between different touchpoints. For example, in a particular area, you may find out that your firm is operating in a completely different ballpark to others – perhaps clients are giving you twice as much ‘face-time’ as other asset managers, but perhaps your peers are comfortable with that because their depth of wallet is greater.

The benchmark also helps you keep things in perspective by demonstrating that not all client behaviors are equal. For example, two behaviors – downloading a podcast and saying ‘yes’ in response to your pitch – may both display a large range of results across firms. Even though neither behavior is unimportant, one is certainly more valuable than the other.

Ways to engage

Option 1: Just start measuring CX for free

  • Pull the Helix© taxonomy off the shelf and start measuring immediately in a way that you will be able to compare against your peers.
  • Accomplish’s quality checks will give you peace of mind that your data is clean.
  • Receive Snapshot Reports on how your firm compared, in one region, in one client segment, and for the metrics you submitted.
  • Explore key insights on your data from independent CX specialists at data interpretation sessions.
  • Develop your CX measurement capability and exploit the power of the benchmark’s User Group.

Option 2: Become a premium client

  • Gain access to advanced analytics and unlock trends in the dataset, analyse relationships between metrics, and forecast and influence your effect on client behavior.

  • Explore extra regions, add client segments, and view all metrics.

  • Delve into our online analytics platform and complete your 360-degree view of clients by integrating the insights into the rest of your BI.

Find out

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