Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

How to Build Client Trust and Loyalty

89 views

Published on

Real-world lessons from T. Rowe Price on building client trust and loyalty.

Published in: Technology
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

How to Build Client Trust and Loyalty

  1. 1. Real-world lessons from T. Rowe Price on building client trust and loyalty Blake Morgan Customer Experience Futurist Matt Johnson Vice President, B2B Platforms T. Rowe Price Retirement Plan Services, Inc. Todd Idler Sr. Manager, Product Marketing ServiceNow
  2. 2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Agenda • Why experiences matter • Impressing clients with amazing experiences • Connecting experiences and operations • Q&A © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  3. 3. 3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Why experiences matter Name: Blake Morgan Title: Customer Experience Futurist, Author of “More Is More”
  4. 4. Source PBS.org Still from BBC The show ”Mr. Selfridges”.
  5. 5. There is nothing more emotional than money
  6. 6. A good experience is proactive, frictionless, connected
  7. 7. 21 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Impressing clients with amazing experiences Name: Matt Johnson Title: Vice President, B2B Platforms Company: T. Rowe Price Retirement Plan Services, Inc.
  8. 8. 22 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Who is T. Rowe Price? All information as of June 30, 2018 unless otherwise noted. Firm wide AUM includes assets managed by T. Rowe Price Associates, Inc. and its investment advisory affiliates. 1 As of December 31, 2017 2 The Chatham Partners’ Net Promoter Score measures clients’ likelihood of recommending T. Rowe Price to other plan sponsors. Based on the scores, respondents are categorized as Promoters, Passives, or Detractors. The Net Promoter Score is the percentage of Promoters minus the percentage of Detractors. All references contained in this presentation to Net Promoter Score (NPS) or Net Promoter Methodology are governed by the following copyright disclaimer: © 2015 Satmetrix Systems, Inc. All rights reserved. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. 3 Clients with plans on our OMNI recordkeeping platform as of December 31, 2017.  Highest Net Promoter Score among seven major industry providers2  61% of our retirement plan clients have been with us for 10 years or more3  Nearly 2 million retirement plan participants across more than 3,700 plans  Since our company was founded in 1937, we have had one purpose: to help our clients invest confidently to achieve their financial goals  Employing over 6,900 associates in 16 countries  Managing over $1 trillion in assets  S&P 500 company with no debt on our balance sheet  Declared dividends each quarter since 1988  Retirement-related assets represent 68% of assets under management1 About T. Rowe Price About Retirement Plan Services
  9. 9. 23 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Who is a plan sponsor? A plan sponsor is a designated party, usually a company or employer, that sets up a healthcare or retirement plan, such as a 401(k), for the benefit of the organization's employees.
  10. 10. 24 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Overloaded inboxes…the struggle is real • Both our clients and associates are overwhelmed by the number of emails that they have to manage each day • Our associates manage multiple clients and our clients are managing multiple benefits, so keeping it all straight and still adding value is challenging
  11. 11. 25 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Our goals • Offers a collaborative and transparent solution for addressing client needs • Adds efficiency by eliminating multiple email and EXCEL spreadsheet tracking, creating a single system of record for all client requests and regularly scheduled calls • Provides real-time updates because we are all working in the same, single system of record • Increases accountability and reduces risk by tracking items and discussion points • Integrated as part of a larger ecosystem • Market-leading solution that allows early and streamlined access to portal
  12. 12. 26 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Solution-at-a-glance Plan Health On- Demand Reporting Plan Activity Plan View Portal Plan Sponsor (External) Integrated Services Teams (Internal) CSM*/ Service Portal View Fulfiller View Plan Activity Plan View Portal SSOSSO Salesforce RPS DB Workday Heartbeat ServiceNow Integrations User Access System (UAS) *CSM: Customer Service Management
  13. 13. 27 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. 27 What we’ve built is a small part of a larger ecosystem… TRP Clients or consultants submit intake form from prebuilt list of activities Future State Workflow IST Associates submit intake form with Plan Name / # & Task Type from prebuilt list of activities Multiple inputs & touchpoints for client requests & work items Current State Workflow TRP Clients submit intake form with prebuilt list of activities
  14. 14. 28 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Business lessons learned Change management is a formidable foe Persona and journey mapping is your friend Did I mention change management is tough? 1 2 3
  15. 15. Top takeaways • Customer Service Management can help you work smarter, not harder • Creating operational alpha with Customer Service Management is key to staying competitive • Introducing automation can actually strengthen client relationships, not push them away © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  16. 16. 30 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Connecting experiences and operations Name: Todd Idler Title: Sr. Manager, Product Marketing Company: ServiceNow
  17. 17. 31 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey Unable to help themselves Why was I charged a fee? Search website Call Customer Service
  18. 18. 32 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey No permanent solutions Unable to help themselves Why was I charged a fee? Search website Call Customer Service No solution— issued case # When will the fee be reversed?
  19. 19. 33 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey No permanent solutions Needs not anticipated Unable to help themselves Why was I charged a fee? Search website Call Customer Service No solution— issued case # Calls customer service again When will the fee be reversed? Why am I telling you there is a problem?
  20. 20. 34 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Undesirable results for customer service leaders Reduced CSAT Lost Revenue Higher Costs $$
  21. 21. 35 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Engagement is not enough Customer Engagement
  22. 22. 36 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Service management is the missing piece + Service Management
  23. 23. 37 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. There is a better way Service Management Customer Service Management Customer Engagement + 37 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  24. 24. 38 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. A better way to deliver customer service ServiceNow Customer Service Management ProactiveConnectedEffortless
  25. 25. 39 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ServiceNow: Real value outcomes for our customers 200Cases generated daily via monitoring Effortless Connected Proactive >99% Decrease in case assignment time 15% Decrease in agent case creation as a result of adding self-service Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
  26. 26. 40 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Q & A Thank you for joining us. Blake Morgan Customer Experience Futurist Matt Johnson VP, B2B Platforms T. Rowe Price Retirement Plan Services, Inc. Todd Idler Sr. Mgr., Product Mktg. ServiceNow
  27. 27. 41 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. On-demand webinars ON-DEMANDCheck out our on-demand webinars at www.servicenow.com

×