Remote work, a new generation of tech-savvy clients, and new technology are reshaping the accounting profession. Intuit’s QuickBooks Live service is an example of a company taking advantage of all three of these shifts. For accounting firms to keep up, it’s no longer just about delivering quality service. It’s now about delivering a complete experience.
According to Gartner Research, 89% of businesses today expect to compete mostly on client experience. Now more than ever, we need to make clients feel important, rewarded and excited to work with us. The question is how can we position our firms to compete?
Let’s start by defining what client experience is. It can be expressed simply as every interaction between you and your client. This includes quality, timeliness, security, convenience and everything in between. Clients expect it all – and they are willing to pay for it. If your client experience is terrific, you’ll have a client for life. If it falls short, clients will churn.
Make sure to join our webinar, "Breakthrough online client experience for small firms" on September 2, 2020 at 2:00 p.m. Eastern Time. You can register here.
So how will you position your practice? Start by assessing every interaction – from the first meeting to the last. Clients expect to develop rapport and positive momentum at each juncture. Getting this right requires dedication and an attention to detail. Map out each step of the firm/client journey and put yourself in their shoes. Let empathy be your guide.
Next, keep in mind that your clients are looking for more than just a work product – they want a relationship. Checking in frequently during stressful times, sending birthday cards, and anticipating their needs will all pay dividends. Clients will come to you for the perceived quality of your service and will stay with you because of how you make them feel.
The right technology will also boost your client experience. Think about how easy banks make it for their clients to work with them remotely. The ease of use and security are almost magical. Compare that experience to what you’re offering. If your clients are struggling to log in to systems, losing documents or sending sensitive information over email, there is a gap.
LISCIO closes the digital divide between you and your clients. LISCIO is the first client experience platform for the accounting profession that helps firms build client relationships online. LISCIO aggregates all client communication into one place, including secure communications, document file exchange and storage, electronic signatures, document scanner app, text message alerts and more.
To sum it all up, get to know your clients and be aware of how interactions with your firm make them feel. If your client experience is lacking, start by evaluating each communication point and ensure you have the right technology in place. Now is the time to take advantage of this once-in-a-generation shift to accelerate your firm’s growth and profitability.
Make sure to join our webinar, "Breakthrough online client experience for small firms" on September 2, 2020 at 2:00 p.m. Eastern Time. You can register here.
Author Bio: Chris Farrell is co-founder and CEO of Liscio. He’s a seasoned technology executive with more than 20 years of leadership experience in finance and accounting. Chris served as the CEO of Nexonia, Inc., the parent company of the Nexonia, Tallie, ExpenseWatch, and SpringAhead brands. His experience as a founder of Tallie and SpringAhead gives Liscio a proven leader with a successful track record scaling up startup technology platforms for professional services. Chris earned his CPA in the heart of Silicon Valley at Arthur Andersen in 1996 and his MBA at UCLA’s Anderson School of Management in 2004.