client experience

Is the “design” of your client service quite different than the way your clients would like to “experience” it?

Providing great customer service is no longer good enough. Today’s consumers are grading you on the “client experience” you deliver and how your client experience makes them feel.

Customer service is just one aspect of the client experience and if you do not intentionally create a client experience that “wows” your clients, your business will quickly fall behind the national RIAs who are leading the way in creating national brands with consistent experiences.

See podcasts with Marty Bicknell of Mariner Wealth Advisors, Ric Edelman of Edelman Financial Services, Elliot Weissbluth of HighTower, and Joe Duran of United Capital to learn how these national RIAs are creating sustainable and consistent brands.

I recently moderated a panel at the FPA of Massachusetts annual conference and while the topic was ostensibly about Robo Advisors, it was actually about how to use Silicon Valley thinking to deliver an extraordinary client experience.

The diverse panel turned out to be ideally suited for the topic.

Eric Roberge, an up-and-coming RIA, shared his perspective as a millennial advisor who leads with financial planning services and outsources investment management to Betterment. Alex Benke, one of the early employees of Betterment, shared the Silicon Alley perspective of how technology is upending investment management. And Lex Sokolin, the COO of Vanare, discussed how all the pieces of the client experience pie fit together in the modern RIA business.

Judging by the large number of questions from the audience, it’s clear we struck a nerve with the attendees who were eager to learn more about how to use Robo Advisors and modern technology to deliver a better client experience.

Listen to the Client Experience Panel Discussion

This podcast is a recording of the session with Roberge, Benke, and Sokolin that was moderated by me. By listening to this podcast, you’ll gain a deep understanding of Robo Advisors, the different ways to use them, and how advisors are using technology to enhance the client experience.

More Resources

Here are related resources you may appreciate.

  1. Jon Stein, founder of Betterment, on how he started the company and their plan to grow to a trillion dollars in AUM
  2. Lex Sokolin interview on innovation
  3. Simon Roy of Jemstep discussing the onboarding phase of the client experience and how to use technology to do it

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Steve Sanduski, CFP® is the CEO and co-founder of ROL Advisor, founder of Belay Advisor, host of the Between Now and Success Podcast, a New York Times bestselling author, and an international speaker.

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