 The Client Experience
Diane Magers, The Interactions Group
2013 Summit Presenter
The Client Experience is about all the interactions a client has with your organization, both rationally and emotionally. It is a blend of how you perform your service and the feelings that are evoked during those interactions. Click here to read more about the strategic steps accounting firms are taking to deliver a different client experience.
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Customer Experience 101
Ted Davidson, SPARDATA Value Advisors
The Net Promoter Score is a valuable tool for evaluating the customer experience your firm provides; however, you need the right foundation before you begin to focus on increasing your NPS. Ted Davidson, Principal at SPARDATA, explains that you must look internally first by asking yourself two questions.
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Fast>>Five
Daniel Jackman, Plante Moran
Every issue, we share five (or so) links to great ideas or interesting articles we've found since the prior issue. They're worth clicking.
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Say "I Do" to Client Educational Events
Bri Brown Harding, Carr, Riggs, & Ingram, LLC
Personal relationships begin with courting; for accounting firms, courting equates to selling. In both, success often leads to a proposal and ultimately, an engagement. As with any relationship, various things impact the experience and it's the overall mix of actions that say you care. At Carr, Riggs, & Ingram this care is demonstrated by delivering continuing education and insight into a particular industry. A prime example is the annual Construction Year-End Seminar. Read about how they are enhancing the client and prospect experience through educational events. |
Just Add Water
Becca Davis, Rea & Associates, Inc.
Client service planning should be a marketing function. After all, aren't all of your client relationships full of untapped opportunities? Rea & Associates recently developed a plan to boost their "B" clients to "A" clients and were willing to share their process and worksheets.
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Leadership Corner 
Erinn Keserica
AAM President & Regional Marketing Manager
Cherry Bekaert, Atlanta, GAWe took a moment to chat with AAM President, Erinn Keserica, to discuss the biggest change in AAM in the last year along with some of the exciting developments in store. Click here to read what Erinn wants accounting marketers to know about the profession.
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Membership Update
Lisa Tierney, TIERNEY, Coaching & Consulting, Inc.
Studies show that volunteerism helps members feel more connected to an organization and enhances their overall membership experience, yet many people hesitate to volunteer. In her article, Lisa Tierney addresses common concerns surrounding the important question "Why Should I Volunteer at AAM?" |
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Upcoming Events
June 9 -12
2013 AAM Summit
June 25
August 6
AAM High! - Branding from the Inside Out
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New Member Listing Click here to view a complete list of new members. |
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