Why Client Experience 2.0 Firms Send Less Email Remember when “You’ve got mail” created such a positive buzz that Meg Ryan and Tom Hanks made a rom-com out of it? Imagine pitching that movie to a focus group today. Cue the groans! What happened? Well, email has turned into a stressful experience. It’s overwhelming. It’s [...]
Rising Above the Rest - Why CX 2.0 is the Key We live in an age of intelligent hyper convenience. With a few taps, swipes, or keystrokes, we can have just about anything delivered right to our door and we don’t even need to get out of our PJs. This is Client Experience 2.0 (“CX [...]
Will Microsoft file storage reign supreme? We make a case. Thousands of accounting firms are waiting patiently for their software providers to bring their file storage into the new millennium. And their patience may finally be rewarded by an unexpected player — Microsoft. Accounting file storage systems have lagged far behind the market. Box, Dropbox, [...]
(First published on Insightful Accountant on October 1, 2019) How Many Apps Does it Take to Serve a Client? The client experience game is changing. Tech innovation has raised client expectations while lowering client tolerances for bad service and incomplete solutions with functionality blind spots. Real-time communication channels and powerful mobile apps connect clients […]
Why you shouldn’t have to pay for customer service. A company is only as strong as its customer service. When it comes to building long-lasting customer relationships, nothing can replace the game-changing benefits of five-star service. Bad service, on the other hand, can easily cost a brand time, money, and a whole lot of clients. […]
The real cost of email. Email is costing you more than you think. Between time spent sorting through messages, sending follow-up after follow-up to unanswered emails, dodging cyberattacks, and piecing together siloed conversations, the true cost of email affects your business and your bottom line. While this dated platform has been the reigning online conversation […]
Why firms should start preparing for the California Consumer Privacy Act. The Golden State is taking consumer privacy to the next level. In June 2018, Governor Jerry Brown signed the California Consumer Privacy Act (CCPA) into law. Similar to the GDPR, the CCPA is designed to protect client data by enforcing tighter restrictions on how […]
7 Ways to Make Sure Your Sales and Customer Service Teams Are Aligned There is a fundamental disconnect between the traditional roles of salespeople and customer service reps. Salespeople, by definition, see their job as solely to sell – to convince a stranger to buy something. Once they’ve sold that software, for example, they get […]
6 Best Practices for Onboarding New Customers Customer success is much more than just getting people to purchase your product or service. In fact, that’s really only just the beginning. To reduce churn, you need to be committed to and engaged in every step of the customer journey. An effective onboarding strategy is a great […]