WASHINGTON — There are no shortage of opinions on how advisers should incorporate technology to bolster their practices, but for anyone doubting the rationale for investing in a slick, customer-facing online platform, Edward Jones, which has been studying the matter closely, has some alarming findings.
"Our studies show the biggest challenge that we have is 25% of our clients would leave us despite the fact that they have a great relationship with their financial adviser if they do not have a good online experience," says Lisa Klassen, a principal at the firm who heads mutual fund operations and financial adviser tools.
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