Over the last 25 years, I have spoken to customer/client facing staff of some of the world’s largest financial institutions – from banks to insurance companies, wealth management firms to investment advisors. Regardless of who I am speaking to and the industry – one thing is clear: the industry is changing.
In a nutshell, how people search for financial services is changing. Loyalty is declining. Geography is collapsing. Competition is increasing. Relationship building is not always done in person. Attention spans are collapsing, and with that, the foundation of interaction.
To keep up with that, a financial institution must adapt and innovate in order to thrive – or it will find increasingly negative implications as it does not respond to the new dynamics of the new customer relationship.
Here’s a short clip where I’m putting that reality into perspective!
For a financial institution / wealth management firm, it’s not what you have done in the past that will define your future success – it’s the innovative, bold steps you will take that will make your tomorrow!