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How Staff and Client Experience Is Directly Linked to Profitability

HOW STAFF AND CLIENT EXPERIENCE IS DIRECTLY LINKED TO PROFITABILITY

Cost Free
Presentation Length 1.0 hour

Recorded DateOctober 19, 2022
CPE:Not available
(archived webinars do not offer CPE credits)
Course LevelBasic
Series: Bookkeeper
Course Description

If you don't make it easy for clients, your staff will have terrible days. If your technology is old and days are frustrating, you will have difficulty recruiting new staff. Many existing employees will choose to leave. Furthermore, there are additional effects of not making it easy for clients.

For example, firms that try and force their younger clients to use older portals will lose clients. Staff must WAIT for documents because clients drag their heels, so productivity suffers. Your team will work more hours than necessary during tax season, making staff feel beaten down and unhappy. Your team will have to look in too many places for information and documents needed to do the work. Inefficiency means every day is frustrating—even more so at tax time. If your firm isn't drop-dead easy to work with and highly responsive, clients will leave for a firm that better meets their needs.

Learning Objectives:


  • Identify techniques to improve security with ease of work

  • List activities to improve client and team member experience

  • Determine ways to improve profitability with the right tools

  • Evaluate ways to maintain transparency and firm relationships while receiving client information and delivering final work products

  • Differentiate between key products and able competitors to pick the best tools for client and staff experience 

Not logged
PLEASE NOTE: ARCHIVED WEBINARS DO NOT QUALIFY FOR CPE
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Nmgi

Randolph P. (Randy) Johnston, MCS, has been a top-rated speaker in the technology industry for over 30 years. He was inducted into the Accounting Hall of Fame in 2011. He was selected as a Top 25 Thought Leader in Accounting from 2011-2013. His influence throughout the accounting industry is highlighted once again this year by being a recipient of the 2013 Accounting Today's Top 100 Most Influential People in Accounting award for the tenth consecutive year. Among his many other awards, he holds the honor of being one of nine technology stars in the U.S. by Accounting Technology Magazine. Randy writes a monthly column for The CPA Practice Advisor, articles for the Journal of Accountancy, and creates articles for both accounting and technology publications and the author of numerous books. He has started and owns multiple businesses, including K2 Enterprises in Hammond, Louisiana, and Network Management Group, Inc. in Hutchinson, Kansas. In 2010, NMGI announced its national support of CPA firms. His wife and four children enjoy many experiences, including theater, music, travel, golf, skiing, snorkeling, and model trains. Randy’s experience as a college instructor, management and technology consultant and advisor to the industry will be obvious to you in today’s presentation.

About Our Sponsor

Lisciologo
Liscio’s mission is to empower professional services firms of all sizes to put their clients first. By starting with the customer and delivering a secure mobile platform for them to exchange sensitive information with you, Liscio delights clients, increases engagement, and deepens their connection to the firm.  Client Experience 2.0 begins with Liscio.