Index
Achiever leader type
Advertising:
Advisory services:
Affirmation, personal
Age as factor:
Aggregation of wealth:
Alchemist leader type
American Express
Ammann, Simon
Asia-Pacific. See also specific countries
Assets under management metric
Assurance dimension
Attracting clients. See Client attraction
Austria, regulatory environment
Automated teller machines
Automotive industry
Balanced scorecard approach
Baltic Supramax Freight Index
Bank for International Settlements
Bank Julius Baer. See Julius Baer
Bank of England
Bank Sarasin
Basel Committee on Banking Supervision
Baumann & Cie
Behavioural branding. See also Branding
Behavioural segmentation. See also Client segmentation
Benchmarking, definition and use. See also Performance measurement and management
BIC ballpoint pen
Bigger means better model
Bilateral tax agreements
Board’s commitment to client experience
Bonding
Bonuses. See Compensation of employees
Booking centres
Bordier & Cie
Brand Emotional Loyalty Pyramid
Branding:
Brazil, geographic origin criterion
BRIC countries, war for talent
Brochures, client experience and
Build-to-order products
Bundling:
Bureaucratic structure type
Business case, presentation of
Business manager to group manager transition
Business models. See also Organisational structures
Capital standards. See also Regulatory environment
CEOs. See also Leadership
Chandler, Alfred
Change, leading. See also Leadership
Changes in industry:
Channel Islands
Chekhov, Anton
China:
Client attraction:
Client corridor approach
Client diversity. See also Client segmentation
Client expectations:
Client experience. See also Branding; Service excellence
Client lifetime value
Client portfolios. See Portfolios
Client profiles. See also Client segmentation
Client referrals. See Referrals
Client relationship, in three-pillar approach
Client relationship management (CRM). See also Relationship managers
Client retention:
Client satisfaction:
Client segmentation:
Clients measure
Coase, Ronald
Coca-Cola
Coleman, Norm
Command-and-control reporting structure
Communication, leadership and
Communications gap
Compensation of employees:
Competence information
Competencies:
Competition. See also War for talent
Compliance considerations. See Regulatory environment; Tax environment
Computer technology. See Internet; Technology
Confidentiality considerations. See Privacy considerations
Consistency, in branding
Core competencies
Corporate infrastructure, in three-pillar approach. See also Organisational structures
Corporate social responsibility
Corridor approach
Cost considerations. See Financial considerations
Credit card example
Credit services, description of
Credit Suisse
Crises as catalysts
CRM. See Client relationship management
Culture, organisational. See Organisational culture
Curiosity, leadership and
Custody and execution service level
Custody services, description of
Customized solutions. See Tailored solutions
Decentralised model
Decision-making styles and skills
Decision tree
Degrees of separation concept
Delegation, leadership and
Delegator category
Delightful experiences
Demographic factors:
Design gap
Detractors, in performance measurement
Developing countries, war for talent and. See also specific countries
Diplomat leader type
Discipline, in branding
Discretionary mandates
Diversity of clients. See also Client segmentation
Diversity of workforce
DJ UBS Commodity Index
DNA of brands
Dodd, Chris
Dodd-Frank Wall Street Reform and Consumer Protection Act
Double-taxation treaties
Drivers of client experience
Drivers of private banking:
Drivers of service excellence:
Drucker, Peter
Dynamic approach to segmentation
E-banking
E. Gutzwiller & Cie
Education of employees. See Learning and growth measure; War for talent
EFG Private Bank
Emerging markets:
Empathy dimension
Employee considerations. See Staff considerations
Enablers, regulation and
Energy, leadership and
Europe. See also specific countries
European Union (EU). See also specific countries
European Union Savings Tax Directive
Excellence, definition of
Excellence, service. See Service excellence
Exchange-traded commodities
Exchange-traded funds
Exchange-traded notes
Execution orders, pace of
Execution services
Expectation phase
Expert leader type
Facilities
Farmers, relationship managers as
Ferguson, Niall
Financial Action Task Force
Financial considerations. See also Performance measurement and management; Tax environment
Financial crisis of 2008:
Financial engineering services, description of
Financial instruments, definition of
Financial Modernization Act
Financial performance measure
Financial Services Authority
Financial Stability Board
Foreign Account Tax Compliance Act
Forms, client experience and
Foundation information
Framework for excellence:
France, regulatory environment
Frank, Barney
Front-centered web model
Front functions, in three-pillar approach
Functional manager to business manager transition
Funds:
Funds of funds
Galvin, Paul
Generational shifts, client profile changes. See also Age as factor
Geographical regions, benchmarks linked to
Geographic origin criterion
Germany:
Gerstner, Lou
Ghandi, Mahatma
Glass-Steagall Act
Global brands, challenges of. See also Branding
Global financial centres, changes in industry. See also specific countries
Globalisation:
Global standardisation, client experience and
Global wealth, total
Goldsmith, Marshall
Gonet & Cie
Gramm-Leach-Bliley Act
Greece, IMF assistance
Group manager to leader transition
Hagel, John
Hang Seng Index
Hedge funds
Heirs. See Inherited wealth
Hierarchy of human needs
High-net-worth individuals (HNWI):
Hiring employees. See War for talent
Hong Kong:
Hong Kong Monetary Authority
Hotel industry
Human needs, pyramid of
Human resources life cycle
Human resources toolkit. See also War for talent
Hunters, relationship managers as
Hybrid model
IB-dominated model
IBM/Ogilvy study
Income taxes. See Tax environment
India, geographic origin criterion
Individualist leader type
Inherited wealth:
Innovation (product), in three-pillar approach
Integrated model
Interaction costs
Interaction phase
Intermediary channels
Internal business processes measure
Internal clients, description of
Internal Revenue Service
International Monetary Fund
International regulatory bodies, overview of. See also specific entities
International vs. national interests
Internet:
Interview guide
Investment advice services. See Advisory services
Investment process of funds
Investment profiles. See Client profiles
Ireland, global financial centres
Italy, regulatory environment
Japan, geographic origin criterion
Job descriptions
Job satisfaction, drivers of service excellence
Julius Baer:
Kaplan, Robert
Kellerman, Barbara
Key performance indicators. See Performance measurement and management; SERVQUAL gap method
Kim, W. Chan
King, Martin Luther
Knowledge gap
Kotter, John
Kraft, branding
Landolt & Cie
La Roche & Co Banquiers
Lassman, Anthony
Latin America, geographic origin criterion. See also specific countries
Leadership. See also Performance measurement and management
Learning and growth measure
Legal considerations. See Regulatory environment; Tax environment
Lehman Brothers
Level of wealth criterion
Levin, Carl
Lombard Odier & Cie
Lower-net-worth individuals (LNWI)
Loyalty:
Lucerne Festival
Luxury hotel industry
Management by objective principles
Management of funds
Managers vs. leaders
Manager to leader transitions
Managing performance. See Performance measurement and management
Mandates, discretionary
Mandela, Nelson
Margins, tracking
Marketing. See also Advertising; Branding
Market potential, definition of
Market purity, definition of
Markets, emerging. See Emerging markets
Markets in Financial Instruments Directive
Market volatility:
Maslow, Abraham
Mauborgne, Reneé
Measuring performance and service. See Performance measurement and management; SERVQUAL gap method
Meier, Thomas
Middle East, geographic origin criterion
Milgram, Stanley
Mirabaud & Cie
Mirabaud, Pierre
Mission statement
Moinard, Bruno
Monetary Authority of Singapore
Money laundering
Mortgage industry
Motivation, leadership and
Motorola
Mourgue d’Algue & Cie
Mutual funds
National regulators, overview of. See also specific entities
National vs. international interests
Nespresso® boutique
Net new money indicator
Net promoter scale
Networking, relationship managers and
New vs. old money. See also Inherited wealth
North America. See also United States
Norton, David
Nota Bene
Obama, Barack
Offshore clients, definition of
Old vs. new money. See also Inherited wealth
Online communications. See Internet; Technology
Onshore clients, definition of
Operational models. See Business models
Opportunist leader type
Organisational channels
Organisational culture:
Organisational structures:
Organisation for Economic Cooperation and Development
Organisation of funds
Outsourcing. See also Unbundling
Participator category
Performance cycle overview
Performance measurement and management. See also Service excellence
Performance of funds
Performance reports
Personal affirmation
Personal competencies
Personalities of brands
Pfeffer, Jeffrey
Philanthropy services, description of
Philip Morris
Physical premises
Pictet & Cie
Political change, client experience and
Polo (brand)
Polo (sport)
Portfolios:
Post-bureaucratic structure type
Pre-bureaucratic structure type
Premium brands. See Branding
Printed materials, client experience and
Privacy considerations:
Private banking, definition of
Private equity investments, description of
Processes as drivers of service excellence
Product engineering services, description of
Product innovation, in three-pillar approach
Productivity information
Product performance. See Performance measurement and management
Products and services. See also Service excellence; Tailored solutions
Product specialists, front functions and
Profiles. See Client profiles
Profitability of assets metric
Promoters, in performance measurement
Pruning strategy
Public relations, client experience and
Pure-play model:
Push vs. pull forces
Pyramid of human needs
Qualified Intermediary agreement
Quality checks, instituting
Radio example
Rahn & Bodmer Co.
RATER system
Rating of funds
Real estate services, description of
Recruiting employees. See War for talent
Redeployment of employees
Referrals:
Reflection phase
Regulatory environment. See also Tax environment
Reichmuth & Co.
Reiter, Mark
Relationship managers (RMs). See also Performance measurement and management; War for talent
Reliability dimension
Relocation planning services, description of
Reports, performance. See also Performance measurement and management
Research, selection, and product engineering service level
Research services, description of
Resource-allocation information
Resource potential (of client)
Responsiveness dimension
Retaining clients. See Client retention
Retaining employees. See War for talent
Retirement of employees
Retirement planning services, description of
Return on assets metric
Rewarding employees. See also Compensation of employees
Ricketts, Kristina
Risk management, tailored solutions and
Risk matrix
Ritz-Carlton®
RMs. See Relationship managers
Rooke, David
Rules and regulations. See Regulatory environment; Tax environment
Russia:
Salaries. See Compensation of employees
Sales targets
Segmentation. See Client segmentation
Selection services, description of
Selector category
Self-assessment
Self-directed clients
Service excellence:
Service performance gap
Services and products. See Products and services
Service value cycle
SERVQUAL gap method:
Shadow banking system
Silo mentality
Singapore:
Singapore International Airlines
Singer, Marc
Six degrees of separation concept
Smallwood, Norm
SMART objectives
SMI (index)
Social change, client experience and
Social networking. See also Internet
Source of wealth criterion
S&P 500 Index
Sponsorship
Staff considerations. See also Performance measurement and management; Service excellence
Statements, client experience and
Steinbrück, Peter
Stock and stock options
Stop Tax Haven Abuse Act
Strategic planning, performance management and
Strategist leader type
Structured products, overview of. See also Products and services
Structure follows strategy concept
Structures, organisational. See Organisational structures
Succession planning services, description of
Support functions:
Sustainability, branding and
Sustainable excellence, description of
Swiss Bank Corporation. See UBS
Swiss Financial Market Supervisory Authority
Switzerland:
Tailored solutions:
Tangibles dimension
Tax environment. See also Regulatory environment
Tax Shelter and Tax Haven Reform Act
Teamwork, leadership and
Technology. See also Internet
Telephone contacts
Television advertising. See also Advertising
Termination of employees
Threats, regulation and
Three-pillar approach:
Tools as drivers of service excellence
Torbert, William
Total wealth, definition of
Touchpoints
Training of employees. See Learning and growth measure; War for talent
Training of leaders
Transactional vs. transformational approach
Transaction-based advisory services, description of
Transaction costs
Transformational leadership. See also Leadership
Travel arrangements example
Travers, Jeffrey
Trust:
Tupperware
UBS
Ulrich, Dave
Ultra-high-net-worth (UHNWI) individuals:
Unbundling
Undertakings for Collective Investment in Transferable Securities funds
Union Bank of Switzerland. See UBS
United Kingdom:
United States:
Universal model:
Unknown Masters campaign
Urgency, change and
Value considerations. See Financial considerations
Values of brand
Very high-net-worth individuals:
Vesting periods
Vision:
Vision statement
VIX Volatility Index
Walbert, Gwen
War for talent:
“War on Privacy”
Wealth aggregation:
Wealth bands
Wealth creation, tailored solutions and
Wealth engineering and management service level
Wealth Life Cycle
Wealth management, use of term
Wealth pyramid
Wealth services. See also Products and services
Wealth waves
Websites. See Internet
Wegelin & Co., history of
We Will Not Rest campaign
Widmer, Alex
Will execution services, description of
Wolfsberg complex
Working environment, drivers of service excellence
World Economic Forum programme
World per capita GDP, expansion of
Wyman, Oliver
Young people, grants for
Zaleznik, Abraham
Zimmermann, Alain
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