Demographic shifts, economic challenges, political transitions, environmental threats, and a global pandemic have changed how financial service professionals communicate.

This research shows you how.

 

To understand how financial planner/client communication and trust have evolved, researchers from the MQ Research Consortium and the Kansas State University Personal Financial Planning Program, with the support of the Financial Planning Association® (FPA®) and Allianz Life Insurance Company of North America (Allianz Life), renewed a 15-year-old study that examined communication best practices and how they impact the trust and commitment clients have in their planners. The research and analysis have resulted in an in-depth whitepaper, Developing and Maintaining Client Trust and Commitment in a Rapidly Changing Environment, with each chapter available as separate, downloadable documents.

Among the most critical findings:

  • Clients want at least some virtual engagements with their planners, even post-pandemic.
  • Virtual engagement comes with challenges.
  • Financial planners need more training on recognizing and managing client financial anxiety.
  • Are financial planners overconfident, or are clients being more critical?
  • Diversity, equity, and inclusion efforts in the financial planning profession are having an impact. 

Developing and Maintaining Client Trust and Commitment in a Rapidly Changing Environment

Chapter 1: Study Overview

Download Now

Chapter 2: Research Design

Download Now

Chapter 3: Participant Profiles

Download Now

Chapter 4: Communication Topics

Download Now

Chapter 5: Communication Tasks

Download Now

Chapter 6: Communication Skills

Download Now

Chapter 7: Summary & Recommendations

Download Now

If you’re a journalist and would like to speak with a representative about the research, please contact Ben Lewis at 303-867-7190 or blewis@onefpa.org.

Thank you to Allianz Life for their generous support of this research!