Top Tips for Accountants to Enhance Their Client Experience - Success in Accounting

Episode 7

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Published on:

12th Jun 2018

Top Tips for Accountants to Enhance Their Client Experience

Ryan Suydam

Ryan Suydam co-founded Client Savvy in 2004 to help professional firms create fierce client loyalty. He has coached over 300 organizations and over 10,000 professionals on the skills required to be client savvy. His clients are twice as likely to be recommended by their clients, three times as likely to realize above-average financial returns, and consistently attract and retain better employees.

Ryan’s early career was in an architectural firm. He quickly began leveraging technology and process to solve new problems in creative ways, leading to the foundation of Client Savvy. In this fascinating interview, you’ll get the following nuggets and takeaways:

  • Why there is no ONE definition of ‘client experience’ but it’s really the sum total of touchpoints to your accounting firm
  • How CUSTOMER experience differs from CLIENT experience, particularly in professional services
  • The starting place for accounting firms to become client-centric is with the leaders – what they talk about matters
  • Great offer – a client experience card deck – 52 brilliant exercises and conversation prompters
  • Why client experience is important – your accounting clients compare you to the last great buying experience they had
  • Second great offer – a specially written guide for empathy mapping to examine your client experience
  • What do clients of accountants need, feel and think – you can’t know unless you ask them the right questions
  • Why accounting firms struggle to prove value because the outcomes are unseen and intangible
  • A great experience gives clients the confidence that they made the right decision hiring your accounting firm
  • A great example of what accountants can learn from car mechanics
  • Are great, empathetic, client-centric, relationship-oriented accounting professionals born or made?
  • If you take care of your accounting clients, you don’t have to work hard to win work – marketing takes care of itself
  • The power of ‘gamifying’ will help accountants network more productively AND do CX better
  • Client experience touches every part of your accounting business. AND it’s a billable activity!
  • CX is the link between your accounting firm’s corporate strategy and your tactical execution
  • The danger of over-servicing and over-delivering to accounting clients – try meeting expectations plus 1%
  • Net Promoter Score has flaws but is highly impacted by your accounting firm’s client experience.

In 2015, Ryan also founded the Client Experience in Professional Services (CXps) group, hosting an annual conference bringing together professionals to share ideas and strategies that advance their firms’ ability to deliver differentiated client experiences, every time. Ryan speaks at events across the world, including national conferences such as the Lean Construction Congress, American Council of Engineering Companies Annual Convention, American Society of Quality, and the Society for Marketers of Professional Services. To contact with Ryan in the US, go to www.clientsavvy.com or connect here…

919 882 3843 or LinkedIn or Twitter: @rmsyudam or Liked your PFA Podcast Interview with Rob Brown" target="_blank">email him directly here>>

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About the Podcast

Success in Accounting
Insights, interviews and commentary for accounting, CPA, bookkeeping and finance professionals
SUCCESS IN ACCOUNTING is a weekly podcast for accountants, CPAs, bookkeeping and finance professionals, together with the networks, associations, fintech vendors and influencers who lead them, work in them and serve them.

The show is hosted by Rob Brown and Martin Bissett who are founders of the Accounting Influencers Roundtable (AIR) and have many years of experience serving the accountancy profession. The style of the show is not overly technical/technological/tax in nature but more on people, performance and success in the accounting world. Popular topics and themes covered include:

☑ leadership, executive presence, trust, integrity & reputation
☑ M&A, business models, future proofing, drivers of change & disruption
☑ performance, values, culture, vision & strategy
☑ employer brand, gen z/millennials & talent - succession, recruitment and retention
☑ industry trends, statistics and patterns
☑ growth, marketing, differentiation & positioning
☑ pricing & profitability
☑ digitisation, cloud, technology & automation
☑ advisory services, niches & emerging markets
☑ environmental & social governance ESG
☑ diversity, equity & inclusion DEI
☑ professionalism, career development & CPE/CPD
☑ business acumen & commercial awareness

Sources and guests come from:
★ EXPERTS - influencers, disrupters, consultants, gurus, podcasters and broadcasters in accounting and fintech
★ EVENTS - live coverage and interviews from exhibitions, conferences and a range of industry events
★ MEDIA - newspapers, online outlets, commentators, writers, bloggers and authors
★ VENDORS - suppliers and providers of accounting apps, platforms, fintech and software
★ REGULATORS - professional accounting bodies, institutes and associations
★ NETWORKS - alliances, associations, networks and communities of professional firms and accounting practices
★ SOCIAL MEDIA - opinion pieces, high engagement posts and controversial conversations

Hosts Martin Bissett and Rob Brown are founders of the Accounting Influencers Broadcast Network. Martin is the founder of the Bissett Group of companies that provide practice and personal growth communities, content, and continuing education exclusively to the accounting and bookkeeping professions worldwide. Previously he established a high six-figure consulting firm while serving as a keynote speaker with over 100 one-off and repeat engagements to his name, as well as becoming the most published author on his topics of specialism with 11 books including 1 bestseller.

Since 1998, Martin has played a major part in working with over 1800 accounting firms in over 40 countries. These projects have led to those firms acquiring over £500m of recurring fees before inflationary increases, referrals and upselling are factored in. He stopped keeping track of this number over 5 years ago. Martin now advises a range of accounting practitioners and fintech companies at board level.

Rob Brown is a renowned presenter, facilitator and chair of high level conferences, panels and events globally for the accounting and fintech profession. He is retained by many professional networks, alliances, associations, practices and vendors to chair their events and provide high-level interview content for their communities.

He is a dynamic speaker and accomplished expert on trust, reputation, employer brand, talent, career development, succession, gen z/generations, executive presence, referrals, networking and winning new business. He is also the bestselling author of Build Your Reputation (Wiley) and his TEDx talk ‘The Personal Brand of You’ has been viewed 320K times on YouTube.
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About your hosts

Martin Bissett

Profile picture for Martin Bissett
Martin Bissett is the founder of the Bissett Group of companies that provide practice and personal growth communities, content, and continuing education exclusively to the accounting and bookkeeping professions worldwide.

Previously he established a high six-figure consulting firm while serving as a keynote speaker with over 100 one-off and repeat engagements to his name, as well as becoming the most published author on his topics of specialism with 11 books including 1 bestseller.

Since 1998, he has played a major part in working with over 1800 accounting firms in over 40 countries. These projects have led to those firms acquiring over £500m of recurring fees before inflationary increases, referrals and upselling are factored in. He stopped keeping track of this number over 5 years ago. Martin now advises both accounting practitioners and FinTech companies alike, at board level.

Rob Brown

Profile picture for Rob Brown
Rob Brown is a renowned MC, facilitator and chair of virtual and in-person panels, conferences and events globally for the accounting and fintech profession.

Rob is co-founder of the Accounting Influencers Roundtable (AIR) mastermind group and co-hosts the world’s most popular accounting and fintech podcast: Accounting Influencers.

Throughout the pandemic, he chaired 24 virtual panels with leaders of global accounting networks and alliances to discuss the key issues and challenges. Rob is retained by several associations and vendors to chair their events and provide high-level interview content for their communities.

He is the bestselling author of Build Your Reputation (Wiley) and his TEDx talk ‘The Personal Brand of You’ has been viewed 300K times on YouTube.