Two Surefire Ways to Irritate Your Customers

This is my shortest post ever. I have sat in numerous financial services conference sessions over the past several days as I try to contemplate all of the ways that the megatrends of  social, mobile, analytics and cloud might impact the future of the client-advisor relationship. One of the biggest things for me is to figure out is how strongly Generation Y‘s current preference for self-service will prevail as they face new life stages and increasing financial complexity in the future.

There are lots of conflicting research, opinions and predictions, and I struggle to assimilate all of the data, but I think I can safely say that either of these two methods will irritate the wealth management clients of the future as much as they do today:

  1. Force your clients into self-service options when they want someone to help them.
  2. Force your clients into getting someone to help them when they want to do it themselves.

You’re welcome. My consulting bill is in the mail.

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4 Responses to “Two Surefire Ways to Irritate Your Customers”

  1. Ron Shevlin May 24, 2012 at 2:07 pm #

    There are some corollaries to your points:

    1A. Create a crappy ability for customers to self-serve.

    2A. Provide incompetent personnel to assist customers.

    Please PayPal me my share of the consulting revenue.

    • JPNicols May 24, 2012 at 2:11 pm #

      Great additions to the list! And as a big shot analyst, surely you know that x% of 0 is still 0… :) Thanks for joining the conversation!

  2. Fresh APS May 24, 2012 at 2:54 pm #

    This is a great post, keep up the good work! Check out our blog at

  3. davideads May 25, 2012 at 5:45 am #

    Amen. You have to have both options no matter what.

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