Customer Compatibility , Decreasing Complaints and Improving Happiness

My anecdotal evidence from speaking with financial advisors suggests that some clients - including those who don't really fit the advisor's ideal client profile - may be much more problematic to serve and may lead to customer complaints, arbitration claims and regulatory actions. This HBS working paper also seems to suggest that "customer compatibility" is a real and meaningful thing and that it can also affect the bottom line.

FINRA Sanctions Rep Over Fidelity Computer Equipment Purchase Assistance Program

We know that FINRA has been investigating numerous individuals who had worked at Fidelity, in connection with a benefit program they maintained, the Computer Equipment Purchase Assistance Program, which would allow employees to seek partial reimbursement for a personal computer purchase or related items every few years. Last week, on February 7, 2019, FINRA accepted […]