As the U.S. leader in mutual funds, Fidelity’s five largest funds hold nearly $300 billion in investor money. On any given day, the company fields 189 million phone calls, letting its automated system handle routine inquiries so its experts can take the time to personally respond to more complex requests.
The financial woes of an economic downturn can hurt Fidelity just as much as any other business. For instance, during the recent market turmoil, Fidelity saved money by cutting overhead expenses and laying off 3,000 employees. Still, whether the stock market is up or down, Fidelity continues to expand its education efforts and give investors access to the tools and tips they need for good investment decisions.

1. Would you choose a full-service brokerage firm, a discount brokerage firm such as Fidelity, or a deep-discount brokerage firm when investing for a long-term goal such as retirement? Explain your answer.
2. Unlike competitor Charles Schwab, Fidelity is not a public corporation. How do you think this might affect Fidelity’s decisions about new investment offerings and customer service support?