For most asset managers, client experience has become THE reliable differentiator

Control what you can control
Complete your business intelligence with behavioral data

Why measure client experience?

Long-term forces of supply and demand mean that, for most asset managers, client experience (CX) has become THE reliable differentiator. It is here to stay, and it is entirely within your control. To differentiate yourself through CX you need to manage it. To manage it, you need to measure it.


How leading asset managers are measuring client experience

Client experience is an ‘effect’ you ‘cause’. It occurs in two ways – in what clients say (feedback), and what they do (behavior). To manage CX, you should measure both. In this blog, we explore how asset managers are measuring client feedback, and how leading firms have developed a much-needed behavioral benchmark.


Why asset managers should measure client behavior

Actions speak louder than words, so complete your business intelligence by counteracting the gaps and inaccuracies in client feedback with data on their behavior. Leverage behavioral benchmarking to measure, compare, and predict your ‘effect’ on clients’ behavior, and then do them a favor by minimizing the burden you place on them.


Research library

Accomplish’s research into ESG-related client behaviors shed light on the nature of clients’ demand for ESG investment services and raised the potential for this to shift. Asset management firms will need skills and budget to serve the needs of greater volumes of experienced clients and their product strategies may also need to evolve. This will present strategic opportunities and threats.


Asset management CX research on digital client portals

CX through digital portals

What digital experiences are asset managers giving to institutional clients today through portals, and what are they planning for the future? Which services are the same through a portal, which can you improve, and which ones enable you to generate entirely new value? And how are firms tracking clients’ online behaviors to ensure the ongoing relevance of their digital experiences?


When CX fails, it is not because of lack of capability – it is because of knowledge, strategy, and culture. Check out our research on why CX initiatives fail, the paving stones to client dissatisfaction, and the features of some eye-rollingly out-of-date cultures.


Put this into practice

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