Building stronger client relationships with transparency.

In today’s fintech world, building meaningful, long-term client relationships is key to success. Thredd’s Chief Client Officer, Brian Kieley, shares insights in the new PYMNTS eBook, “The Listening Economy: How Customer Conversations Are Transforming Financial Services,” exploring how transparency and check-ins are crucial to strengthening client partnerships.

Building stronger client relationships through transparency and check-ins. 

In the fintech industry, maintaining strong relationships with clients is essential for long-term success. Thredd’s Chief Client Officer, Brian Kieley, was recently featured in the PYMNTS eBook, "The Listening Economy: How Customer Conversations Are Transforming Financial Services."  

The eBook emphasises the critical importance of embracing client differences and tailoring approaches to individual needs, and this is something Thredd has long championed. For businesses in the competitive fintech space, understanding that each client is unique and nurturing those relationships through transparent, consistent communication is a key differentiator. 
 

The role of transparency in client relationships.

Transparency is not about honesty; it is about building trust. According to the eBook, clients who feel informed and included in the decision-making process are more likely to form lasting, collaborative relationships. This is especially true in fintech, where complex solutions and rapidly changing markets can leave clients feeling overwhelmed. 

Brian stresses that transparent communication, whether about products, pricing, or potential risks—creates an environment where clients feel comfortable and valued. At Thredd, we take this approach seriously, ensuring that our clients are always aware of the status of their projects and the rationale behind key decisions. This transparency helps us build a foundation of trust, making it easier to address issues before they escalate. 

Active listening and personalisation. 

Active listening is one of the most powerful tools in building strong client relationships, and it is a central theme in the eBook. Brian Kieley’s contribution highlights how listening is essential for understanding the unique pain points, challenges, and goals of each client. By making space for clients to voice their concerns and ideas, businesses can create more personalised solutions that drive higher satisfaction and retention rates.  

The competitive edge of embracing client differences. 

The Listening Economy concept, as discussed by Brian, is about more than just providing services, it is about adapting to each client’s unique needs and building relationships that go the distance. As fintech continues to grow, businesses that focus on personalised engagement will be better positioned to stand out in a crowded market. 

Brian highlights that embracing client differences can provide a significant competitive advantage. By recognising and responding to the diverse needs of clients, fintech companies can not only improve client retention but also open doors to new opportunities for growth and collaboration.  
 
For more in-depth insights from Brian Kieley and other industry leaders, read the full eBook, "The Listening Economy: How Customer Conversations Are Transforming Financial Services," available now on PYMNTS.