January 09, 2019

Pulling Back the Curtain on Client Experience

So far in this blog series, we pulled the curtain back on innovation, growth strategies, alignment and change management for large firms. We are now focusing on pulling back the curtain on strategic trends that are prevalent for many firms but not as frequently central to their strategic plan. All of these trends and strategies come directly from interacting with over 20 CEOs and COOs of Top 100 CPA firms. For some firms and maybe for yours, these next trends could be part of your plan to be distinctive and relevant. 

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Topics: Customer Experience, Anticipatory, Client Service

May 23, 2018

Inward vs Outward Mindset for Customer Service

I hope you caught my two previous blogs on disruption and unseen pain. On this day of very preventable disruption & self-inflicted pain, I also got to experience a third great life lesson in customer service mindset and experience. You may recall my boat trailer tire blowout and subsequent eye injury happened late on a Friday afternoon. That Saturday morning, I was up early and looking for a tire service center where I could get three new tires for my boat trailer. This was urgent since I had PTO planned for the following week to fish some more and I knew it would include a road trip or two.

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Topics: Customer Experience, Customer Service

June 29, 2016

Are We Taking Our Clients' Trust for Granted?

On a recent family vacation to Perdido Key, Florida, we had dinner at Fisherman’s Corner—a hole in the wall restaurant that prepares every dish from scratch and has become our family’s favorite when we are in the area. It was hot and we had a large group so I went inside to order drinks for us while we waited. Despite being in the middle of the dinner rush, the waiter smiled at me, handed me the drinks and said, “We use the honor system here, so just simply tell your waiter when you are seated how many drinks you had.” WOW!  I realize they trust me to not take advantage of their hospitality and generosity, but our customer experience (which is always great there) just soared to an even higher level of brand loyalty. It was evident that they cared about our experience AND they trusted us. Loyalty grows when trust is extended. 

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Topics: Trust, Customer Experience

May 04, 2016

Have You Wowed Someone Today?

A few weeks ago, I received a special invitation to spend some quality time at Sage Valley with a group of CPA executives who I respect very much. Initially, I declined the invitation because this connection event was scheduled around 2.5 days of golf, which is a sport I gave up several years ago.  As a golfer, I found myself frustrated and inconsistent, and with very little time to practice, I dropped it and had no interest in revisiting those frustrations. 

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Topics: Customer Experience, Customer Service