The digitization of financial services is upon us and with it comes an opportunity to grow—not just in our use of technology, but also in the way we serve clients. In this age of hybrid financial advice, where clients wish to experience the same autonomy they have on Amazon with the customized advice they get from their therapist, we have a lot of growing to do in the industry to meet these demands. Innovation is the key and technology is just a piece of the puzzle.
When Jeff Bezos started Amazon — originally called Cadabra — he announced, “Our goal is to be earth’s most customer-centric company.” Today Jeff Bezos calls it “customer obsession.”
As I explored why customer focus is the primary driver of many of the world’s most successful companies, I was thinking about conversations I had over the past year with CEOs who through customer-centric models are leading their industries. What I found is the key to a world-class customer experience really starts with your own culture. Below are direct quotes from 10 CEOs whose companies are leaders of service in their industry.
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“We all must work together for the client, connecting and collaborating to help solve their problems.” – Jeff Motske
Robert Reiss: Let's roll back to 1999. Talk about your vision for Trilogy.
Jeff Motske: I created the model that we use at Trilogy Financial, which is the combination of tax, financial and estate planning. In my previous life I was in the retirement planning space, but I knew there was more out there. I was working with my clients, and I recognized they had needs that we didn't service. So, I built a little network to better serve those needs, specifically tax and estate planning. Then I realized that a more comprehensive solution needed to be created, and the only way to realize this vision was to start my own firm…and that was the very beginning of Trilogy Financial. The way I look at it, tax, estate and financial planning may be in different lanes, but they're all on the same highway heading toward our clients' final destination. We all must work together for the client, connecting and collaborating to help solve their problems.
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