Customer and Advisor Journey
Customer Experience is the hottest topic in most industries today as the technology revolution continues to force change and question the status quo. The challenge faced by financial professionals is narrowing down the areas of the customer experience to focus on now since they’re all critical. At Asset-Map, we conducted a survey to find out which milestones existed for both customers and advisors along the customer experience journey from start to end.
Our Findings
We identified the critical categories that need attention, specific technologies and approaches that are working in our industry, and how customers want to experience this by analogy to existing products and services they already consume.
Watch our CEO and Founder Adam Holt our findings.
Financial Advice Journey by Stages
Compiled from hundreds of free-form answers from financial professionals, customers, support staff, vendors and managers, the Advice Journey Survey from Asset-Map uncovered significant insight into the experience.
By overlapping the perceptions, expectations, and experiences of these respondents, we were able to build a framework of the typical journey from initial introduction of an advisor, to supporting the ongoing relationship between customers and their advisors.
The top overlap concerns from all parties are explored in our findings in order to prioritize which investments are critical for small and large financial services firms.
Customer Journey Scoring Worksheet
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