Bank of Montreal 2010 Annual Report Download - page 13

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The Flexible Investor
Customers have told us they want greater
control and flexibility when it comes
to investing. It’s one of the reasons BMO
has taken the lead with Exchange Traded
Funds (ETFs). ETFs combine the advantages
of low cost, diversity, flexibility and tax
efficiency to give investors a greater sense
of control over their portfolios. BMO
currently offers 30 ETFs.
At BMO Nesbitt Burns, the Architect
Program is making it possible for investors
to hold both managed and non-managed
investment vehicles in a single account.
Customers enjoy a clear view of their total
investment picture, along with the benefits
of professional management.
I feel confident that
I will have enough money
to retire comfortably
I am satisfied with
my household’s current
financial situation
I am comfortable
with the amount of debt
I am carrying
A year from now,
I will be financially better
off than I am today
More Comfortable, More Confident: A Better Outlook with Advice
(% of respondents who agree: 6 to 10 on a 10-point scale)
74
52
72
53
69
47
71
57
Source: Ipsos Canadian Financial Monitor (2009)
Households with an advisor Households with no advisor
BMO Financial Group 193rd Annual Report 2010 11
“Here we measure customer relationships in
generations and we’re adding new customers
faster than ever before. That’s value.”
Don’t want lots of “bells
and whistles” on the products
they buy, just the functions
they really need.
Are shopping more carefully
and mindfully than they
did before.
Say saving money makes them
feel good about themselves.
Source: The New Consumer in the Era of Mindful Spending study, Euro RSCG Worldwide (survey of 5,700 adults in seven markets:
Brazil, China, France, Japan, Netherlands, United Kingdom, United States) (2009)
68%72%70%
P 51
Investing in Home
More than 55% of recent home
renovations in Canada were done
with the intention of updating,
adding value or preparing to sell the
home, according to a 2009 survey
commissioned by Canada Mortgage and
Housing Corporation. BMO Economics
research reveals that home renovation
investment in Canada grew 14% in
the second quarter of 2010, the second-
largest year-over-year increase in
nearly a decade.
Jim Fallon
District Vice-President, Newfoundland and Labrador, BMO Bank of Montreal
St. John’s, Newfoundland
Award-Winning Relationships
This year, Harris received a 2010 TNS Choice Award for Metro Chicago in recognition of its
success in establishing strong client relationships and offering the best customer-focused
solutions. Winners of the award are chosen by Chicago residents for superior performance
in attracting new customers, satisfying and retaining customers, and/or for winning a
larger share of their customers’ total banking business.
Harris’ focus on customer experience extends across all channels. For the second
consecutive year, the Harris Contact Center was certified as a Center of Excellence by
BenchmarkPortal, a recognized leader in benchmarking and certifying contact centres.