A New Customer Experience Model in Financial Services

Founded 1999 … now $3B AUM, 20K clients, 200+ workers in 10 offices … clients $200K+ in assets … baseball player, Vanguard U, 1980s … hires athletes: ‘discipline’ … president, booster club, Pacifica Christian H.S. (see David Bahnsen) … on Trilogy softball team with father, son … plays bridge … supports Anaheim Ducks (see Tim Ryan) … first car: 1975 Chevy Malibu

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It’s human nature to address challenges based on their most pervasive effects, rather than dissect their causes. Take the ongoing discussion about the need for diversity in wealth management as an example. Endless articles have been written about the need to have more women, more people of color and more age diversity in the industry. As one of the white males who too often exemplifies the status quo, I couldn’t agree more with the impulse: the future of financial advice must be more female, more ethnic and age diversified than it is today.

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