It is the customer who decides how to do business and when to do business. In 30 years, the elderly dependency ratio will be almost as large as children dependent on adults in today s world. All of those factors affect how people do business with us, and with our competitors. Today s customers want access, ease and customization. Time is very precious to customers.
Customers have less leisure time.
They spend more hours working for employers, who are also fighting the competition. Customers don t want to spend choice hours making decisions about financial services. They want to spend time playing, relaxing, and enjoying their families and friends. They want access, ease and customization. They also want to buy products and services in the manner they want, whether that s through an agent, a broker, or the Internet.