Creating a Positive Customer Experience that Leads to Long-Term Loyalty

Published July 10, 2019

The concept of customer experience has been around since the first time someone sold something to someone else. But the idea of being incredibly intentional about it is relatively new to the accounting profession. Going far beyond an annual client satisfaction survey, true disciples of creating a unique and lasting customer experience know it takes a good deal of planning, regular input from your clients and the buy-in of your entire organization. In this session, we will hear from panelists in different industries about their view of customer experience, how they created and implemented it, and the results of their efforts. The session also discusses what it takes to implement this at your own firm, pitfalls to avoid, and what you can realistically expect in terms of loyalty and growth.

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