Needless to say, the pandemic has upended the advisor / client relationship like no other event in our lifetimes. How, where and why financial advisors engage with their clients looks very, very different than it did pre-COVID. From Zoom meetings to virtual events to AI-driven online dashboards, clients have become accustomed to a very different way of working with their advisors … and frankly expecting much more.

"Coming together is a beginning; keeping together is progress; working together is success." – Henry Ford

You’ll often hear the adage “You’re the team that has to make customers happy” when you’re a part of the customer experience department. While keeping happy customers is obviously a goal, this is not how we would describe the role of the department. A focus on an abstract sentiment like “happiness” deflects attention from the more crucial challenge for a Customer Success Manager – making sure customers stay customers.