Wendy Spires
Head of Research in London

15 May 2013

This case study forms part of WealthBriefing’s latest research report, The New Normal: Codifying Superior Client Experience In Wealth Management, which was produced in association with Barclays Wealth and Investment Management and will launch on 15 May. To mark the launch, a webcast featuring senior executives from Barclays and others has been produced discussing headline findings, and access to both this and the report itself will be free as part of WealthBriefing member benefits.

Here, in a rare instance of an UHNW individual talking publicly about their wealth management experiences, one client tells it how it really is.


Following a very significant liquidity event in the early noughties, “Mr X” soon had firms of all stripes vying for his business. Barring a handful of asset managers which deal with some specific elements of his affairs, his primary, decade-long relationship is with a global top-five provider.

While Mr X’s memories of how firms first pitched for his business go back to a time when aggressive product-pushing was arguably more culturally acceptable, they serve as a useful reminder of how far (one hopes) the industry has come in this regard since then. His broader comments of course represent only his individual views, but they nevertheless represent an invaluable client’s-eye perspective which rarely reaches the public domain.

Read more here on – How not to pitch, Mismatch of RM, Lack of Understanding, Hospitality, Importance of gestures and Feedback