Cerulli data highlights higher referral intent and lower churn risk among clients who engage regularly with a personal representative.
Wealth management firms risk weakening client loyalty and referral momentum if personal advisor interactions are replaced by largely self-directed service models, according to new research from Cerulli Associates. Clients with limited direct engagement also show a higher propensity to change providers Findings from Cerulli Edge US Retail Investor Edition show that human engagement remains a critical driver of client advocacy. Investors who primarily interact with a dedicated advisor or clien