Good Client Experience Really Is About the Clients


This week, I’m writing from the annual Market Counsel meeting in Miami, Florida, which was preceded this year by the T3 Advisor Technology conference add on. The theme of the T3 pre-conference was, in my words, creating a client experience through technology that is similar to your face-to-face advisory experience.

Unfortunately, in my experience, most advisors pick the wrong technology because they don’t know how to define their face-to-face client experience. Instead of “creating” a good client experience, they simply throw as many things at the client as they can find. The result of course is a bad client experience.