Private Banking: Building a Culture of Excellence -- Contents -- Preface -- Acknowledgments -- Chapter 1: A Framework for Excellence in Private Banking -- Vision and Mission -- Present Status -- Where and How? -- Processes, People, and Plans -- Metrics -- Conclusion -- Chapter 2: What Is Driving Private Banking? -- An Industry in the Midst of Change -- Swiss Industry, International Perspective -- Evolution of the Business Model -- Global Financial Centres -- Wealth Management in Transition -- The Four Key Drivers -- Markets -- Evolving Regulatory Landscape -- A Changing Client Profile -- Competition and Growth -- Conclusion -- Notes -- Chapter 3: Finding the Right Organisation and Operational Strategy -- Organisational Forms and Trends -- Private Banking Structures -- Organisational Structures -- Universal vs. Pure-Play? -- The Problem of Referrals Management -- Designing the Organisation -- Bundling and Unbundling -- The Three-Pillar Approach in Corporations -- The Three-Pillar Approach Applied to Private Banking -- Conclusion -- Notes -- Chapter 4: Forces Shaping the Regulatory Environment -- The Regulatory Environment -- International vs. National Interests -- Waves of Regulatory Pressure -- Threats and Enablers -- How Regulators and the Industry are Addressing Global and National Concerns -- The ''War on Privacy'' -- Booking Centre Competition -- Conclusion -- Note -- Appendix: Some Key Regulatory Bodies and Legislation -- International Regulatory Bodies -- Partial List of National Regulators -- Regional and National Legislation -- Chapter 5: Putting Clients at the Centre -- Making Sense of Client Diversity -- Arguments for Segmentation -- Current Segmentation Practices -- Snapshot of Segmentation Criteria -- Level of Wealth -- Geographic Origin -- Source of Wealth -- Behavioural Segmentation.

Segmentation along the Client Wealth Life Cycle: Keeping an Eye on the Bigger Picture -- Attracting New Clients -- Channels and Tools -- Retaining Clients Over the Long Term -- Client Lifetime Value -- The Value and Challenges of Bonding -- Retention Tools -- Early Warning Signals -- Conclusion -- Notes -- Chapter 6: Beyond Products-Offering Tailored Solutions -- Crises as Catalysts -- Has Volatility Become the New ''Norm''? -- The Role of Financial Services and Products in Wealth Creation -- Adapting to a Changing Environment -- Wealth Aggregation -- Wealth Services -- Matching Client Needs to Products and Services -- The Advisory Process -- Conclusion -- Notes -- Appendix 1: Overview of the Most Common Financial Products -- Basic Products -- Funds and Related Investment Products-An Overview -- Mutual Funds -- ETFs, ETNs, and other Exchange-Traded Vehicles -- Hedge Funds -- Funds of Funds -- Private Equity -- Structured Products -- Appendix 2: Key Criteria in the Selection of Funds and Funds of Funds -- Rating -- Organisation -- Investment Process -- Investment Professionals, Fund Managers -- Historical Performance -- Chapter 7: Why Brand Matters -- The Origins of Branding -- The Functions of a Brand -- Why Is Brand So Important in Private Banking? -- How Premium Brands Thrive -- Brand Building Requires Discipline and Consistency -- Brands have Personalities and ''DNA'' -- Practical Challenges of Global Brand Building -- Importance of Behavioural Branding -- Alternative Brand Channels -- The Internet as a Challenge to Controlled Branding -- Corporate Social Responsibility -- Sponsoring -- Conclusion -- Notes -- Chapter 8: Delivering a Superior Client Experience -- The Evolution of Client Experience -- Inspiration from the Luxury Hotel Industry -- The Mega-Trends Driving Client Experience -- Understanding Client Experience -- The Impact of Technology.

The Impact of Social and Political Changes -- Phases of Client Experience -- Creating ''Delightful'' Experiences -- Creating a Client Experience Strategy -- Touchpoints -- The Client Corridor -- Client Experience Is a Board Commitment -- Conclusion -- Notes -- Chapter 9: Understanding Service Excellence -- Service Excellence and the Internal Client -- Defining the Internal Client -- The Service Value Cycle -- The Elusive Nature of Services -- Sustainable Excellence -- The Four Drivers of Service Excellence -- Employees -- Culture -- Tools -- Processes -- Measuring Service Excellence -- The Gaps Model: An Introduction to SERVQUAL Gaps -- Using SERVQUAL in Private Banking: Practical Steps in Creating a Service Excellence Culture -- Conclusion -- Notes -- Chapter 10: Winning the War for Talent -- Why the War Rages on -- Why Talent Is in Demand -- Macro-Factors Include Demographics and Trends in Services -- Fewer RMs to Meet a Rising Demand for Wealth Managers -- Trusted Advisors Still the Foundation of Relationships -- Relationship Managers Are Both the Driving and the Limiting Factor -- Weapons to Win the War for Talent -- Attracting Talent -- Sourcing Talent -- Recruitment Practices -- Supporting and Developing Talent -- Retaining Talents -- Termination and Retirement -- Measuring Your Success: The HR Toolkit -- Source and Select -- Key Performance Indicators in Recruitment -- Support and Develop Employees -- Reward and Retention -- Redeploy, Retire, or Terminate -- Conclusion -- Notes -- Chapter 11: Defining and Growing Leadership and Culture -- What Makes a Leader? -- Why Leadership Is Relevant -- What Do Leaders Really Do? -- Leading Change -- Leadership as a Brand -- Transformational Leadership -- The Leadership Pipeline -- The Nuances of Training Leaders -- Conclusion -- Notes -- Chapter 12: Measuring and Managing Performance.

Understanding Performance Measurement -- The Evolution of Performance Management -- From Models to Strategy to Metrics -- The Performance Cycle -- Dimensions of Performance Management -- Defining the Metrics -- Measurement and Monitoring, Reports and Consequences -- The Role of Benchmarks -- Private Banking and Performance Measurement -- Choosing What to Measure -- Balanced Score Card: Soft Measures in Private Banking -- Conclusion -- Notes -- Appendix: Key Performance Indicators -- About the Author -- Index.