|By D. Bruce Johnston||
|July 20, 2009 09:30 AM EDT||
While there may be a “Return to Relationship Alpha” for some, sadly it is the “Beginning of Relationship Alpha” for most in the financial services world.
Recently, Scott McKain, good friend, world-class speaker and author of several best-selling books (his latest is the just-published “The Collapse of Distinction – Stand out and move up while your competition fails.”), met with me to discuss “the importance of the Return to Relationship Alpha”.
Through the Value Added Institute and McKain Performance Group, Scott makes his living teaching Fortune 500 companies and leading financial services firms how to bridge the gap between what their organization offers and what clients crave. This is what Scott had to say:
“At the hundreds of meetings — well, literally, thousands by this point — I’ve attended and participated in for the financial services industry, I have heard endless presentations on the importance of attaining “Alpha in investing. Wikipedia defines Alpha as, ‘a risk-adjusted measure of the so-called active return on an investment. It is the return in excess of the compensation for the risk.’
“The challenge is that we tend to think of Alpha solely as a return on financial investment. And, that’s the problem…for financial firms…for any kind of business…for every professional. Today’s customer is focused on more than just the active return on his or her financial investment. They also require an active return on their effort, emotion, and engagement. They are focused on ‘relationship Alpha’ as well.”
Have you ever asked yourself, “What will be the client’s active return on their investment of their personal and professional resources — such as their energy and time — as a result of their consideration of my firm as a business partner?”
My guess is that the answer is, “No.” Don’t feel alone. Very few professionals or organizations ever have this kind of thinking on their radar screen.
Think of it this way: the features that sold a car in the ’60’s won’t close any sales for dealers any longer. Customers enhanced their demands from cruise control to anti-lock brakes. Auto manufacturers understand a car for today’s marketplace has to deliver more. The computer you wanted just five years ago is antiquated now. Our clients — just like the customers in every industry — are now also seeking “relationship Alpha.” They expect…they demand…a return on the investment of non-renewable resources like time, energy, and engagement that they are making individually and organizationally.
So, why would you ever believe that your customers are thinking in the same manner? Here’s a clue: They aren’t. If you presume that all they expect from your products and services is “investment Alpha” — in other words, a return measured solely in financial gain — you are stuck in a manner of thinking that is obsolete.
And, here’s the bright spot: No matter what is happening in the economy, we can ensure they achieve significant relationship Alpha based upon the experiences that we are creating for them. Deliver the Ultimate Customer ExperienceTM and you deliver distinct relationship Alpha.
Scott summarized his thoughts by asking: “As a financial intermediary you have to ask yourself if you are delivering an extraordinary return on your customer’s investment?” I commented that if financial intermediaries are, their practices will have evolved from information sources to solution sources distinguished by their ability to leverage Investment Alpha and Relationship Alpha to deliver the Ultimate Customer Experience.
In an industry that as late as February, 2009 still reports in excess of 60% of their customers haven’t been contacted since the market began it downward spiral, Relationship Alpha needs to be driven by means other than punitive measures – yes, firms are still holding back incentive pay until a specified percentage of customers are contacted.
Successful Relationship Alpha will be enjoyed by those firms and financial intermediaries who shift their communication styles to complement the next generation of investors who will view the telephone and e-mail as outdated. MySpace, FaceBook, LinkedIn, and Twitter will become the communications tools of preference. Relationship Alpha will truly begin when firms and financial intermediaries begin communicating with their customers the way the customer wants to be communicated with, not the other way around, as it is today.
D. Bruce Johnston, named Fund Marketer of the Year by Institutional Investor, has built some of the country’s most successful marketing programs and sales teams. As principal of DBJ Associates, Bruce is dedicated to helping financial firms transform their business and distribution strategies to compete more successfully and cost-effectively in the new global marketplace.
SYS-CON Events announced today that Bsquare has been named “Silver Sponsor” of SYS-CON's @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. For more than two decades, Bsquare has helped its customers extract business value from a broad array of physical assets by making them intelligent, connecting them, and using the data they generate to optimize business processes.
Sep. 28, 2016 02:30 PM EDT Reads: 2,914
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2016 Silicon Valley. The 19th Cloud Expo and 6th @ThingsExpo will take place on November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. "The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Interne...
Sep. 28, 2016 02:30 PM EDT Reads: 3,272
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Sep. 28, 2016 02:00 PM EDT Reads: 4,409
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
Sep. 28, 2016 01:57 PM EDT Reads: 137
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
Sep. 28, 2016 01:23 PM EDT Reads: 180
Businesses are struggling to manage the information flow and interactions between all of these new devices and things jumping on their network, and the apps and IT systems they control. The data businesses gather is only helpful if they can do something with it. In his session at @ThingsExpo, Chris Witeck, Principal Technology Strategist at Citrix, will discuss how different the impact of IoT will be for large businesses, expanding how IoT will allow large organizations to make their legacy ap...
Sep. 28, 2016 01:00 PM EDT Reads: 141
Video experiences should be unique and exciting! But that doesn’t mean you need to patch all the pieces yourself. Users demand rich and engaging experiences and new ways to connect with you. But creating robust video applications at scale can be complicated, time-consuming and expensive. In his session at @ThingsExpo, Zohar Babin, Vice President of Platform, Ecosystem and Community at Kaltura, will discuss how VPaaS enables you to move fast, creating scalable video experiences that reach your...
Sep. 28, 2016 01:00 PM EDT Reads: 1,104
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
Sep. 28, 2016 01:00 PM EDT Reads: 3,546
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
Sep. 28, 2016 12:30 PM EDT Reads: 4,110
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
Sep. 28, 2016 12:30 PM EDT Reads: 1,042
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
Sep. 28, 2016 12:30 PM EDT Reads: 5,098
One of biggest questions about Big Data is “How do we harness all that information for business use quickly and effectively?” Geographic Information Systems (GIS) or spatial technology is about more than making maps, but adding critical context and meaning to data of all types, coming from all different channels – even sensors. In his session at @ThingsExpo, William (Bill) Meehan, director of utility solutions for Esri, will take a closer look at the current state of spatial technology and ar...
Sep. 28, 2016 12:20 PM EDT Reads: 184
The vision of a connected smart home is becoming reality with the application of integrated wireless technologies in devices and appliances. The use of standardized and TCP/IP networked wireless technologies in line-powered and battery operated sensors and controls has led to the adoption of radios in the 2.4GHz band, including Wi-Fi, BT/BLE and 802.15.4 applied ZigBee and Thread. This is driving the need for robust wireless coexistence for multiple radios to ensure throughput performance and th...
Sep. 28, 2016 12:00 PM EDT Reads: 1,658
Fifty billion connected devices and still no winning protocols standards. HTTP, WebSockets, MQTT, and CoAP seem to be leading in the IoT protocol race at the moment but many more protocols are getting introduced on a regular basis. Each protocol has its pros and cons depending on the nature of the communications. Does there really need to be only one protocol to rule them all? Of course not. In his session at @ThingsExpo, Chris Matthieu, co-founder and CTO of Octoblu, walk you through how Oct...
Sep. 28, 2016 12:00 PM EDT Reads: 2,277
What are the new priorities for the connected business? First: businesses need to think differently about the types of connections they will need to make – these span well beyond the traditional app to app into more modern forms of integration including SaaS integrations, mobile integrations, APIs, device integration and Big Data integration. It’s important these are unified together vs. doing them all piecemeal. Second, these types of connections need to be simple to design, adapt and configure...
Sep. 28, 2016 11:49 AM EDT Reads: 272
“We're a global managed hosting provider. Our core customer set is a U.S.-based customer that is looking to go global,” explained Adam Rogers, Managing Director at ANEXIA, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Sep. 28, 2016 11:45 AM EDT Reads: 3,090
Is your aging software platform suffering from technical debt while the market changes and demands new solutions at a faster clip? It’s a bold move, but you might consider walking away from your core platform and starting fresh. ReadyTalk did exactly that. In his General Session at 19th Cloud Expo, Michael Chambliss, Head of Engineering at ReadyTalk, will discuss why and how ReadyTalk diverted from healthy revenue and over a decade of audio conferencing product development to start an innovati...
Sep. 28, 2016 11:45 AM EDT Reads: 2,093
In his general session at 18th Cloud Expo, Lee Atchison, Principal Cloud Architect and Advocate at New Relic, discussed cloud as a ‘better data center’ and how it adds new capacity (faster) and improves application availability (redundancy). The cloud is a ‘Dynamic Tool for Dynamic Apps’ and resource allocation is an integral part of your application architecture, so use only the resources you need and allocate /de-allocate resources on the fly.
Sep. 28, 2016 11:30 AM EDT Reads: 2,858
What happens when the different parts of a vehicle become smarter than the vehicle itself? As we move toward the era of smart everything, hundreds of entities in a vehicle that communicate with each other, the vehicle and external systems create a need for identity orchestration so that all entities work as a conglomerate. Much like an orchestra without a conductor, without the ability to secure, control, and connect the link between a vehicle’s head unit, devices, and systems and to manage the ...
Sep. 28, 2016 11:21 AM EDT Reads: 185
If you had a chance to enter on the ground level of the largest e-commerce market in the world – would you? China is the world’s most populated country with the second largest economy and the world’s fastest growing market. It is estimated that by 2018 the Chinese market will be reaching over $30 billion in gaming revenue alone. Admittedly for a foreign company, doing business in China can be challenging. Often changing laws, administrative regulations and the often inscrutable Chinese Interne...
Sep. 28, 2016 11:00 AM EDT Reads: 380