Helping a Financial Trust Build Better Member Relationships

Situation

A large family trust wanted to better understand the needs of its members in order to improve the organization’s financial services and member communications.

Engagement

We first worked with the heads of the trust to learn about the organization and how to best reach its members. These initial conversations also helped to determine what information would best help in shaping future programs. We then conducted a survey of the family members, and worked with the client to connect the survey findings with existing member data.

Results

The trust not only achieved a greater understanding of its members and their needs, it shared the findings with those members to demonstrate transparency and to build collective buy-in for future program changes.