The folly of acting only when a client complains

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From Archive 01 June 2004

By PWM Editor

For an industry that talks a big game about being a relationship business, it seems that few wealth management institutions do much about fostering a deep understanding of their clients. Wealth management firms often fail to engage with their financial needs and objectives, but worse still, many question if they are considered relevant to their wealth management provider. For most, their customer experience revolves singularly around product exposure, when what they seek is service.

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The folly of acting only when a client complains

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