The impact of training on the advisor and customer experience

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Shockingly, 61% of employees are unable to answer 25% of customer questions. In an industry where more than 50% of customers who switch primary savings and investment institutions do so because of poor service, financial services institutions simply can’t afford to fall so short of customer expectations.

Our latest research report is packed with valuable insights into the customer experience, including key findings such as:

Insights to help you attract, develop and retain the best advisors

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Face-to-face advice falls short of customer expectations

Many customers cite lack of employee knowledge as the primary reason for an unsatisfactory interaction

Shortcomings in training translate to poor customer experiences

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