elevating the client experiencenortheastfloridafpa.org/net/gallery/files/events/... · elevating...

This material is designed for an investment professional audience, primarily Registered Investment Advisors (RIAs).

TD Ameritrade Institutional, Division of TD Ameritrade, Inc., member FINRA/SIPC. TD Ameritrade is a trademark jointly owned b y TD Ameritrade IP Company, Inc. and The Toronto-Dominion

Bank. ©2018 TD Ameritrade IP Company, Inc.

Director, TD Ameritrade Institutional

Greg Menefee

ElevatingThe Client Experience

Disclosures

Because TD Ameritrade Institutional does not provide legal, tax or compliance advice, this information is not intended to be relied upon as such. While TD Ameritrade Institutional hopes that you find this information educational and thought-provoking, you need to determine whether the information is appropriate and applicable to you and your firm. You should consult with attorneys or compliance experts that understand your particular circumstances before utilizing any of the ideas presented here in your practice.

All third-parties mentioned in the following presentation are separate and unaffiliated from TD Ameritrade, are not responsible for each other’s opinions, services or policies and are not recommendations or endorsements of any specific company. All product and service names and logos are the property of their respective owners.

Elevating The Client Experience2

Will compete on client experience

Believe they deliver a superior client experience

Customers say they received a superior client experience

3

Source: Gartner customer experience research summary: Customer Experience Primer for 2016.

Elevating The Client Experience

89

80

8

What is our client experience and how can we make it better?

4

Product

Price

Experience

5

All third-parties mentioned in the following presentation are separate and unaffiliated from TD Ameritrade, are not responsible for each other’s opinions, services or policies and are not recommendations or endorsements of any specific company. All product and service names and logos are the property of their r espective owners.


All third-parties mentioned in the following presentation are separate and unaffiliated from TD Ameritrade, are not responsible for each other’s opinions, services or policies and are not

recommendations or endorsements of any specific company. All product and service names and logos are the property of their r espective owners.

Source: https://www.thezebra.com/insurance-news/4534/8-americas-favorite-pit-stops-buc-ees-vs-wawa-beyond/


7

Source: https://www.thezebra.com/insurance-news/4534/8-americas-favorite-pit-stops-buc-ees-vs-wawa-beyond/


30cash

registers

80drink

dispensers

80+stations

68,000square

feet

80–120 fuel

pumps

8



9 Elevating The Client Experience


Compete on experience

Know your client


Distributors

Accumulators

“HENRY”

Distributors


Displays the % concentration of advisor’s clients who are in retirement age range (ages 60+) by TDAI asset balances1

13

Concentration of Advisor’s Clients in Retirement Age

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

$0.0B $0.5B $1.0B $1.5B $2.0B $2.5B $3.0B $3.5B $4.0B

% O

F C

LIE

NT

S I

N R

ET

IRE

ME

NT

AG

E

RETIREMENT AGE CLIENT ASSETS


Majority of business

concentrated with distributors

Accumulators


EEarner

H

N

High

R

Y15 Elevating The Client Experience

Not

Rich

Yet


Know your client Phases of the

client experience

Prospect OngoingOnboarding

Phases of the Client Experience

Universal


Prospect OngoingOnboarding

▪ Client events

▪ Calls/webcasts

▪ Office setup

▪ Written

communication

▪ Account setup

▪ Staff intros

▪ Technology

▪ Client

preferences

▪ Review meetings

▪ Life events

▪ Client feedback

▪ Appreciation

events

Phases of the Client Experience

Universal

▪ Word of mouth

▪ Digital presence

▪ Building location

▪ Community

involvement



Understand their experience

Apply a model


Expected

Requested

Delighted


ExpectationsReality


Surprise and delight

Joshie the Giraffe

26



http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjKrpXMufXTAhVJllQKHcdkA4cQjRwIBw&url=http://www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html&psig=AFQjCNFLB6RU8Qt1lZYt2g49mXxV8xIiiw&ust=1495059711793538

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjV-qeSuvXTAhXlyFQKHRSXA6gQjRwIBw&url=https://thebuystories.wordpress.com/2013/05/03/joshie-the-giraffes-vacation-at-ritz-carlton/&psig=AFQjCNFLB6RU8Qt1lZYt2g49mXxV8xIiiw&ust=1495059711793538

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjay7ShuvXTAhUjiFQKHb0_DSkQjRwIBw&url=http://www.google.com/url?sa%3Di%26rct%3Dj%26q%3D%26esrc%3Ds%26source%3Dimages%26cd%3D%26ved%3D0ahUKEwjay7ShuvXTAhUjiFQKHb0_DSkQjRwIBw%26url%3Dhttp://www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html%26psig%3DAFQjCNFLB6RU8Qt1lZYt2g49mXxV8xIiiw%26ust%3D1495059711793538&psig=AFQjCNFLB6RU8Qt1lZYt2g49mXxV8xIiiw&ust=1495059711793538

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwj93fXLuvXTAhXKqVQKHZo6DqQQjRwIBw&url=https://thebuystories.wordpress.com/2013/05/03/joshie-the-giraffes-vacation-at-ritz-carlton/&psig=AFQjCNFLB6RU8Qt1lZYt2g49mXxV8xIiiw&ust=1495059711793538

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwj999b-u_XTAhWowFQKHT8OB1wQjRwIBw&url=https://www.helpscout.net/10-customer-service-stories/&psig=AFQjCNFLB6RU8Qt1lZYt2g49mXxV8xIiiw&ust=1495059711793538

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiGjOqGu_XTAhXFiVQKHTaLCQoQjRwIBw&url=http://www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html&psig=AFQjCNFLB6RU8Qt1lZYt2g49mXxV8xIiiw&ust=1495059711793538


Expected

Requested

Delighted

✔

✔

✔


Apply a modelIt starts with culture


Mission

Values

Vision

Employees who know the mission, values, and vision

Source: Achievers 2015 North American workforce survey results, The Greatness Gap: The State of Employee Disengagement, www.a chievers.com/system/files/resource/whitepaper-greatness-report.pdf.


40%


Mission

Values

Vision


Source: Buc-ee’s t-shirt image

All third-parties mentioned in the following presentation are separate and unaffiliated from TD Ameritrade, are not responsible for each other’s

opinions, services or policies and are not recommendations or endorsements of any specific company. All product and service names and logos

are the property of their respective owners.

This material is designed for an investment professional audience, primarily registered investment advisors (RIAs).

TD Ameritrade Institutional, Division of TD Ameritrade, Inc. TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and The Toronto-Dominion

Bank. © 2018 TD Ameritrade.

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