How to Build a Unique Client Experience with Douglas Fritz

Apr 25, 2023

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Satisfied customers are the foundation of any successful business. Keeping customers satisfied means that every interaction must be positive, from the first contact to closing a deal. Positive client experiences build loyalty and retention, while negative client experiences damage a company’s reputation. By prioritizing the client experience, companies differentiate themselves in a crowded marketplace.

This week, Jack talks with Douglas Fritz, Founder and CEO of F2 Strategy. With experience in improving financial outcomes for clients and advisors, Doug has led F2 Strategy's outsourced CTO business model and strategy consulting services. Notably, he was awarded the 2021 ThinkAdvisor Thought Leader Luminary Award for his contributions to the field.

In this episode, Doug talks to Jack about the significance of decision-making and strategy in establishing and sustaining a successful, unique client experience. They discuss what inspired Doug to create F2, how to avoid a disjointed client journey, and Doug’s predictions for the future of the wealthtech industry.

Key Takeaways

[01:23] - Doug’s background and the formation of F2.
[03:37] - The role of decision-making in F2’s strategy.
[09:19] - Connecting trends and products in wealth and technology.
[13:36] - How to enhance the client journey.
[16:50] - Why clients choose to work with you.
[19:18] - The power of strategy.
[21:15] - Doug’s predictions for F2 and the wealthtech industry.
[27:08] - Doug’s key takeaways.
[28:33] - How Doug spends his time outside of work.

Quotes

[04:07] - “Really good decisions start with knowing yourself, knowing who you are as a firm, and what your strengths are.” ~ Douglas Fritz

[19:48] - “Depending on where you are in the firm, what you believe is broken is almost always different.” ~ Douglas Fritz

[27:29] - “If you're not already thinking about or bringing your data together and really building a useful set of owned data, your future is based on that. If you plan to be in business in 10 years, you’ve got to start working on that right now.” ~ Douglas Fritz

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