March 2024: Client Experience (CX)

Seasoned Marketer: In the competitive landscape of accounting firms, client satisfaction is crucial. Understanding client needs, preferences and pain points is necessary for maintaining strong relationships and fostering business growth. One effective tool for gathering such insights is client satisfaction surveys. By implementing well-structured surveys and leveraging the data they provide, accounting firms can refine their services and enhance overall client satisfaction. Here are five best practices for surveying accounting clients and effectively utilizing the data.

Resources of Interest: Client experience has become a popular buzzword in our industry over the past few years. But what does it really mean? And how do you do it? These eight books can help you get started. Some offer real life case studies and some offer frameworks to implement, but all of them have one thing in common: creating a memorable experience for your firm’s clients.

Meet a Member: This month, we’re getting to know Alyson Fieldman, Marketing, Strategy & CX Consultant at RockIt Results. Check out our March Meet a Member to learn more about Alyson!

Beginner’s Guide: Training employees in Client Experience (CX) is fundamental for ensuring they understand both the importance of delivering exceptional service to clients, and what “good CX” looks like at your firm. Read more to learn about the key messages to convey to employees about CX.

Business Development: In the competitive landscape of professional service firms, satisfied clients are not only valuable assets but also potential advocates who can contribute significantly to growth. When strategically implemented and tracked, referral programs play a pivotal role in enhancing the client experience. By incorporating a robust referral tracking system into your business strategy, you not only cultivate a loyal client base but also unlock the potential for organic growth through word-of-mouth recommendations. Read this article to learn more!

Hot Topic/Infographic: Showing appreciation to clients goes beyond delivering exceptional service; it fosters loyalty, strengthens partnerships, and sets your firm apart. A great way to stay top of mind and strengthen your relationship is through gifts. Here are five tips to keep in mind when selecting gifts for your clients.

February New Members

Alex Ruiz, Novogradac
Amber Sublett, CBIZ & MHM
Avery Brooks, CBIZ & MHM
Bahar MacLeod, Davidson & Company LLP
Catherine Nardone, Armanino, LLP
Cindy Spitz, CBIZ & MHM
Damien Enderle, Marcum
Elizabeth Arnold, Elliott Davis
Elizabeth Gordon, CBIZ & MHM
Ellie Haynes, ATA Advisory, LLC
Emily McGill, Elliott Davis
Emily Roberts, Larson & Company
Emma Rogers, Baker Newman Noyes
Eric Chastaine, Frost, PLLC
Fallon Morrissey, Wegner CPAs
Gillan Peabody, Marcum LLP
Gretchen Lehman, Capstan Tax
Jaime LeMaire, Novogradac
Jennifer Judge, CBIZ & MHM
Joie Ferket, Armanino, LLP
Jordan Maloney, DZA
Jordan McAbee, Elliott Davis
Jorge Garcia, EisnerAmper
Karli Pryor, CBIZ & MHM
Kathleen O’Neill, CBIZ & MHM
Kelsey Arnold, CBIZ & MHM
Laura Osvald, CBIZ & MHM
Linde Sexson, CBIZ & MHM
Lydia Ebert, Pinion
Marci Rhind, CBIZ & MHM
Marissa McFarland, CBIZ & MHM
Megan Kurtz, Armanino, LLP
Pouneh Hanafi, Introhive
Rachel Doctor, FORVIS, LLP
Ryan McClain, Blue & Co., LLC
Sarah Moore, Elliott Davis
Sarah Viaud, CBIZ & MHM
Sheree Harrison, CBIZ & MHM
Tara Bartlett, CBIZ & MHM
Tracy Thompson, Armanino, LLP
Will Gribble, Elliott Davis
Zachary Papazois, Olsen Thielen CPAs