[ O P I N I O N
much to differentiate providers. If that is
the client perception, the facts need to be
very clear in order to change their mind.
One way of addressing that is proving the
client is truly at the centre of what they
do thereby clearly standing out from the
competition.
In talking with clients and providers,
it’s some of the basics that make the
difference. Lack of visibility or access
to senior management, lack of authority
for managers to make decisions, lack
of specific business knowledge, lack of
specific client knowledge, taking weeks to
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C L I E N T
C E N T R I C I T Y ]
settle claims, delayed fee reviews as they
require sign off by committees, partial
answers to queries, lack of information on
operational or IT issues and, worst of all,
no response to emails or telephone calls.
Each provider will know
where they do or do not have
“It’s some of the basics
challenges in these areas. If
they are addressed, where
make the difference.”
required, client centricity
can be physically evidenced
and trust will be gained. It’s likely the
client will call with congratulations.
It’s a DNA thing.
Summer 2017
that
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