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Building Trust and Loyalty in Financial Advice Through Authentic Empathy and Client Care
Closing the Empathy Gap: How Financial Advisers Can Build Trust Through Genuine Care
The Zurich Empathy Report 2025 reveals a critical market opportunity for financial advisers willing to embed empathy into their client experience strategy. With research spanning over 11,000 consumers across 11 markets, the findings demonstrate that empathy isn’t just a soft skill—it’s a measurable driver of business growth and competitive advantage.
The Empathy Advantage: Why It Matters for Financial Advisers
According to the comprehensive global survey, three in five consumers only engage with companies demonstrating genuine care. Almost half admitted to leaving a brand due to lack of empathy. For financial advisers, this presents both a challenge and an opportunity.
Behavioural science in financial advice helps strengthen client relationships and create competitive advantage
How Behavioural Science Transforms Financial Advice Relationships and Creates Competitive Advantage
The financial planning industry increasingly recognises that successful advisory relationships extend far beyond technical expertise and portfolio performance. Research demonstrates that emotional and behavioural factors often outweigh purely financial considerations in client decision-making, creating significant opportunities for advisers who understand and leverage these insights to build stronger client relationships and differentiate their services.
The Emotional Foundation of Financial Advisory Decisions
According to research from Morningstar, emotional factors account for approximately 60% of a client’s decision to hire an adviser, compared to 40% for financial factors. This finding challenges the traditional assumption that clients primarily seek advisers for technical expertise or investment performance.