Unveiling the Secrets of Client Satisfaction

We dive into the realm of client satisfaction in the investment industry. Our panelists, Scott Harrison from The Standard and Kara Kidney from OneAmerica, share their insights on proactive strategies, resource utilization, and client feedback. With Ryan Hamilton moderating the discussion, we explore the importance of managing expectations, showcasing capabilities, and leveraging partner resources to deliver exceptional service. Watch the video below and uncover the keys to client satisfaction and learn about innovative tools like PensionPlus and PlanNet that revolutionize retirement planning.

• Ryan Hamilton, Sr. Investment Advisor
  
• Scott Harrison, Regional Vice President
  
• Kara Kidney, Regional Vice President, Sales
  

The RPAG Resource Center:

The panel kicks off with an exploration of the RPAG Resource Center, emphasizing the significance of being proactive and pre-emptive in client interactions. Scott Harrison highlights The Standard's industry recognition and their commitment to plan administration, online/mobile retirement planning tools, fee value, and transparency. Furthermore, they discuss their high rankings in the 2022 PLANSPONSOR DC Plan Survey and the NAPA's Advisors Choice rankings, affirming their dedication to quality service and expertise.

Convergence of Retirement & Wealth with OneAmerica:

Kara Kidney introduces the convergence of retirement and wealth through OneAmerica's PensionPlus service. She explains how PensionPlus assists participants in developing personalized strategies for decumulation in retirement. This innovative service, developed in collaboration with renowned behavioral economist Shlomo Benartzi, provides tailored retirement paycheck recommendations based on individuals' unique goals and needs. PensionPlus incorporates behavioral insights and digital nudges, setting it apart from traditional retirement income projection tools. OneAmerica's commitment to holistic financial wellness and bringing impactful solutions to the market shines through their introduction of PensionPlus, the first-of-its-kind service.

Client Satisfaction Measurement:

The panel delves into measuring client satisfaction, with Scott Harrison discussing The Standard's top rankings in various aspects, including plan administration, online/mobile retirement planning tools, fee value, and transparency. They emphasize the value advisors place on regulatory support, mobile apps, staff credentials, and calculators, as recognized in NAPA's Advisors Choice rankings. The Standard's commitment to quality service and expertise in retirement plans and record keeping is showcased through these accolades.

Client-Favored Tools:

The discussion turns to client-favored tools, with Kara Kidney highlighting OneAmerica's PlanNet website for employers. PlanNet offers comprehensive online support, simplifying plan administration by providing access to employee accounts, authorization of loans or distributions, performance and transaction history, employer reports, plan contacts and roles, notices, forms, and plan documents. The mobile-responsive feature ensures optimal user experience across devices, exemplifying OneAmerica's dedication to convenience and accessibility.

Advisor Appreciation and Underutilized Resources:

The panel explores the importance of keeping advisors satisfied and highlights resources available to advisors. The Standard offers white-label materials, a multi-media financial wellness program creator, continuing education content (AIF, CPFA, CFP), prospecting tools and support, and state-specific resources. These underutilized tools empower advisors to enhance their practice and deliver exceptional value to their clients.

Are you looking for more insights? Download the presentation here.

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