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.
Elevating The Client Experience
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/
Elevating The Client Experience6
7
Source: https://www.thezebra.com/insurance-news/4534/8-americas-favorite-pit-stops-buc-ees-vs-wawa-beyond/
Elevating The Client Experience
30cash
registers
80drink
dispensers
80+stations
68,000square
feet
80–120 fuel
pumps
8
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.
Elevating The Client Experience
9 Elevating The Client Experience
10 Elevating The Client Experience
Compete on experience
Know your client
11 Elevating The Client Experience
Distributors
Accumulators
“HENRY”
Distributors
12 Elevating The Client Experience
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
Elevating The Client Experience
Majority of business
concentrated with distributors
Accumulators
14 Elevating The Client Experience
EEarner
H
N
High
R
Y15 Elevating The Client Experience
Not
Rich
Yet
16 Elevating The Client Experience
Know your client Phases of the
client experience
Prospect OngoingOnboarding
Phases of the Client Experience
Universal
Elevating The Client Experience17
18 Elevating The Client Experience
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
Elevating The Client Experience19
20 Elevating The Client Experience
Understand their experience
Apply a model
21 Elevating The Client Experience
Expected
Requested
Delighted
22 Elevating The Client Experience
ExpectationsReality
23 Elevating The Client Experience
24 Elevating The Client Experience
Surprise and delight
25 Elevating The Client Experience
Joshie the Giraffe
26
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.
Elevating The Client Experience
27 Elevating The Client Experience
Expected
Requested
Delighted
✔
✔
✔
28 Elevating The Client Experience
Apply a modelIt starts with culture
29 Elevating The Client Experience
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.
Elevating The Client Experience30
40%
+
_
32 Elevating The Client Experience
Mission
Values
Vision
33 Elevating The Client Experience
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.