The document discusses the importance of customer engagement in the financial planning industry, emphasizing that clients should have control, be part of the conversation, and be activated to advocate for financial services. It outlines a three-step approach to enhance customer advocacy through improved access, dialogue, and interactive tools like the Figlo platform that offers personalized financial planning solutions. The aim is to simplify financial information for consumers and improve communication between advisors and clients to foster loyalty and encourage future business.

1. Financial Planning...

2. It’s all about client engagement?
Jenze Bosma
President, Figlo

3. Current financial news

4. How is financial news communicated?
And the financial industry responds;
• You lost this...
• We will reallocate that....
• No mortgage for you
• Economics will ????
How about my personal situation today?

5. How do consumers feel?

7. Wouldn’t it be nice if..
 Your customer would be your advocate
 Financial advice would be easy to
communicate
 Your customer would really understand
 You could access your personal financial
information anytime, anywhere on any
device

8. It is possible!
How?

10. Engage with your customer

11. Customer Engagement Lifecycle
DISTRACTING APPEALING ADDICTIVE ADVOCACY
Collective
Co-Created
Connected
Requested
Invasive

12. Why customer advocacy?
“Customers who rate their firms highest on
customer advocacy are the customers least
likely to leave.
Likewise, customers who rate their firms
high on customer advocacy are most likely
to consider those firms for future
purchases”
“Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And
Insurers” by Bill Doyle, Forrester Research, Inc. 8, March, 2011

13. “37% of respondents of Consumer Reports,
February 2012, selected their brokerage
based on a recommendation from family,
friends or a professional.”

14. Three steps to customer advocacy
1. Give your customer control
2. Join the conversation
3. Activate your customer

15. Step 1: Customer in control

16. Give your customer control
 Upgrade services with
improved client access
 Provided by Financial Advisor
 Let clients do what they
would like;
• Insight anytime
• Do it yourself
 Financial Advisor for in-
depth advice

17. Step 2: Join the conversation

18. Join the dialogue

19. Step 3: Activate your customer

20. Activate your customer
 Online surveys, profiling
 Get into the shoebox
 Data control by advisor and
consumer
 Figlo Platform widgets

21. Figlo Platform - widgets

22. Personalized information
 Financial Planning data and calculations
based on client file
 Integrated external data, Social Media
 Survey creation tool for extended
profiling
 Outcome exposed through widgets
 Business rules to control content of
interface
 Content Management System for
dummies

23. Behind the scenes

24. Financial Widgets
• Add widgets on the pages

26. Business Rules
Example:
 If income is <100K, then don’t show
widget
 If disabilty income is less then 25K show
widget

27. Customer Expercience

28.  Simplifying financial information in a way
consumers fully understand
 Financial advice based on what consumers
really want and need
 ‘Do it yourself’ planning
 Connection with ‘integrated’ Financial
Advisor

29. Advisor Experience

30.  Better client communication and
collaboration
 Keep up with client demands
 More opportunities for cross- and deep
selling
 Increase efficiency

31. Total package for client engagement
 Financial Advisor Financial Planning solution
 Integrated data
 Have Want Need Do process
 Controlled Client acces
 Widget based portal
 Dynamic content

32. It is not JUST about client
engagement

33. Let us connect the dots for you

34. Connecting your knowledge and our
solutions
 Your own online financial insight
solution, based on widgets
 Personal Finance Management (PFM) is
the gateway to Financial Product Advice
(FPA) and Personal Financial Planning
(PFP)
 Let us connect the dots for you

35. The Power of Financial Insight