Customer Experience: the success case of AFS Capital

por The Winners

Company draws path towards excellence in customer experience and wants to be the best partner of its clients in the process of Investing their resources well

AFS Capital, an investment advisory firm, is celebrating a very important award for its history: the award as the best investment office affiliated to BTG Pactual in customer service, with the highest NPS index – 96.2% – an indicator that measures the level of customer satisfaction. A company that has been in operation for 8 months, AFS Capital recognizes its role towards expansion with structure and personalized service, aware of the challenges that lie ahead in the coming decades for investment offices that do not implement an efficient customer experience strategy. “Firms that want to stay in the present and continue to thrive in the future need to provide client-centric service. Investment products have
become a commodity, you can find everything on several platforms, and what makes the difference for the client is the relationship with the firm, through advisors offering a more sophisticated service and a holistic view of their needs. Since the beginning we have been concerned about doing the best for our clients. Our philosophy is based on a corporate governance that allows us to bring our clients the highest degree of confidence in our work, says CEO João Paulo Luque, who adds: “we believe we are an Investment Firm made by the client and not for the client. This is AFS’ DNA.”

João Paulo Luque, Partner and head of commercial at XP Private. He is graduated in Engineering at PUC-RJ with an MBA at London Business School. Before joining XP, he worked for 10 years at Goldman Sachs in the US and Brazil. He also has worked at Banco Modal and Accenture

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