Saying You're 'Customer Focused' Isn't Enough. Instead, Plan Around the Customer

Posted by Pete Mehr on Mon, Mar 25, 2019

Bryan Kreher and Rubesh Jacobs co-wrote this blog post with Pete Mehr. 

As we highlighted in January, AI-augmented distribution has the power to drastically improve the distribution model, but only if organizations are willing to change. And the change we speak of needs to start with the planning process. Every organization says they put the customer at the center of their thinking. To wit, senior leaders say things like “We’re customer focused” or “Everything we do revolves around the customer.” Yet we see the following planning approach at many financial services firms:


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Three Reasons to Consider a Rebrand, and Three Ways to Get It Right

Posted by Rubesh Jacobs on Wed, Sep 05, 2018

In 2017, 48% of Americans had “hardly any confidence” in Wall Street, according to the Cato Institute, and changing their perceptions in an era when confidence in financial services is still at historically low levels is risky. In the past few months, many asset managers have nonetheless attempted to do so by rebranding, but should they? On the one hand, a firm’s rebrand could end up feeding customers’ skepticism. On the other, it could have zero impact—an equally disheartening outcome.   


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