We traveled to Houston last week to visit with plan sponsors who are seeking additional solutions to reach their employees. The conversations demonstrated a common theme: despite the development of additional electronic tools, people want to talk to people – particularly when it relates to their retirement.
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On the flight home, I read a summary of Legg Mason’s Global Investment Survey. I knew it was a good fit with those plan sponsor conversations once I saw the summary’s title: “The Human Touch: Irreplaceable”. Take note of the following findings within the Survey:
  • Around 60% of participants believe personal customer service is important, and that it can never be replaced with technology. 
  • Notably, that belief is held most strongly by US participants, where 76% provided that view.
  • Similarly, 79% of US respondents said that “technology is a great tool, but I still want to know there’s an expert behind it guiding me.”.
Legg Mason sticks the landing with this final observation: “While it’s important for investors to have the best tools available for some parts of the investment decision-making process, it’s the personal touch that captures the most interest of investors in the end, and could be the most likely to engender customer loyalty.” We would all be well-served to keep that in mind as we seek to increase and sustain employees’ dedication to their retirement plan savings and investment strategies.
Matt Eickman

Matt Eickman

Full Bio

Matthew loves to write. He also loves to think, though he’s probably a better writer than a thinker. He does not like to be on camera or in videos. This blog will allow him to write, challenge his ability to think, and, from time to time, test him with video blog entries.

He has a unique blend of legal and practical experience that helps us to serve our clients well. On the one hand, he has more than 12 years of private legal practice experience focusing exclusively on employee benefits, including time as a partner in an employee benefits boutique where he has represented clients in front of the DOL and IRS. On the other hand, he holds his FINRA Series 7 and 66 registrations and serves as the Director of ERISA Services for Qualified Plan Advisors.

Matthew likes to stay active. He provides fiduciary training, Investment Policy Statement design, and vendor oversight to our clients. He is an active member of the Employee Benefits Committee of the American Bar Association Tax Section, serving as Chair of the Defined Contribution Plans Subcommittee. He also has been appointed to the IRS TE/GE Gulf States Council and is a frequent speaker on regulatory developments, fiduciary responsibilities, and retirement readiness.

Most importantly, he stays active with his family. His wife, Laura, is the founder of REbeL, Inc., a not-for-profit organization. His three young boys are mixed up in far too many sports, and they enjoy traveling, watching college football, running with Dad, and rooting for the Huskers.
Matt Eickman
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