Top CEOs Share How Customer Experience Starts With Culture

Sometimes a cliché is best captured in a picture. On my colleague's phone was a black Bentley, chrome logo glistening in the sun. The car belonged to one of his most successful clients, but it wasn't the presumptive price tag that was jarring. The custom license plate read, “NVSTWME,” surrounded by a frame stating, “My other car is a yacht.”

Photographic evidence of people's worst assumptions about financial advisers: extreme affluence, simplistic value proposition, garnished with a touch of hubris. Truth is, the majority of people in financial services do not carry themselves with…

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To those who haven’t witnessed it first-hand, guardianship may sound like a heroic assignment in which bigger, stronger, more seasoned protectors keep individuals who are unable to fend for themselves. However, as the ragtag super hero team the Guardians of the Galaxy has come to learn, the reality of assuming guardianship (over a single person, let alone the entire galaxy) is far less than ideal.

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