Contents
Chapter 1: A Framework for Excellence in Private Banking
Chapter 2: What is Driving Private Banking?
An Industry in the Midst of Change
Chapter 3: Finding the Right Organisation and Operational Strategy
Organisational Forms and Trends
Chapter 4: Forces Shaping the Regulatory Environment
How Regulators and the Industry are Addressing Global and National Concerns
Appendix: Some Key Regulatory Bodies and Legislation
Chapter 5: Putting Clients at the Centre
Making Sense of Client Diversity
Current Segmentation Practices
Snapshot of Segmentation Criteria
Retaining Clients Over the Long Term
Chapter 6: Beyond Products—Offering Tailored Solutions
Has Volatility Become the New “Norm”?
The Role of Financial Services and Products in Wealth Creation
Adapting to a Changing Environment
Matching Client Needs to Products and Services
Appendix 1: Overview of the Most Common Financial Products
Appendix 2: Key Criteria in the Selection of Funds and Funds of Funds
Why is Brand So Important in Private Banking?
Brand Building Requires Discipline and Consistency
Brands Have Personalities and “DNA”
Practical Challenges of Global Brand Building
Importance of Behavioural Branding
Chapter 8: Delivering a Superior Client Experience
The Evolution of Client Experience
Inspiration From the Luxury Hotel Industry
The Mega-Trends Driving Client Experience
Understanding Client Experience
Creating “Delightful” Experiences
Creating a Client Experience Strategy
Chapter 9: Understanding Service Excellence
Service Excellence and the Internal Client
The Elusive Nature of Services
The Four Drivers of Service Excellence
Chapter 10: Winning the War for Talent
Weapons to Win the War for Talent
Measuring Your Success: The HR Toolkit
Chapter 11: Defining and Growing Leadership and Culture
Chapter 12: Measuring and Managing Performance
Understanding Performance Measurement
The Evolution of Performance Management
From Models to Strategy to Metrics
Dimensions of Performance Management
Private Banking and Performance Measurement
Balanced Score Card: Soft Measures in Private Banking