CPAs and wealth managers are in the enviable position of holding an expert advisor role to provide perennial services. That means it’s vital to firm stability and longevity that you have a strategy for keeping clients happy and engaged over time. If you want to impact the way your clients feel about you, put yourself in their shoes and focus on the experience of working with you. Is your communication proactive, clear and consistent or do they only hear from you when you need something? Are you thoughtfully and intentionally considering their needs over time to offer additional services?
We needed to make sure we were speaking to our ideal client the right way. We needed an expert to help us.
A prospect’s journey with you doesn’t end when they sign the engagement letter. It’s only just beginning! How are you ensuring they have the best possible client experience?
No one expects their CPA to pick up the phone for a daily chat, but it is nice to receive a monthly newsletter with timely, useful information. That’s why we created Marketing Essentials. We know CPAs and Wealth managers need a way to stay in touch with clients even when they’re not asking for documents and signatures. Sharing professionally written articles on topics that matter to your clients keeps you top of mind and adds value to your relationship.
Prospects are checking you out online, clients want simple ways to get information, pay invoices and access documents, and your referral sources need something to share that represents you well. Make it easy to do business with you by investing in a client focused online presence and capabilities. Clients should be able to get in touch, review your offerings, sign an engagement letter, pay their bill and complete their onboarding with as little friction as possible.
Hearing directly from clients why they stay is the best way to make sure you know what’s working. Our research driven process invites clients to discuss their experience confidentially and provides a robust picture of what your most highly valued clients enjoy about working with you. That data drives our recommendations for going further with what’s working and options for addressing opportunities.
As a CPA or wealth manager, your clients trust and turn to you with a broad range of questions and needs - some of which the firm can handle inhouse and others of which can be addressed with the help of your trusted network of referral sources. We'll help you develop and deploy this in a way that feels supportive to your clients and makes business sense for everyone involved.
When no one knew what to expect in early 2020, we tossed out every client’s marketing plan and thought about what their clients would want from them in unprecedented times. Based on brand values, we advised a regional CPA client to distill the onslaught of technical releases from state and national leaders into short daily videos by the charismatic managing partner. Even though sometimes the answer was, “There’s no clear answer yet, but we are working on it and we will keep you informed,” they produced videos, articles, hosted webinars and even created a small division within the organization just to provide businesses with pandemic related support. Years later, their client loyalty and trust is at an all time high.
We know your clients matter to you all year, but they might feel that you only think about them during tax season. A small CPA firm needed a way to stay in touch without adding a significant burden to the partners or team members. In fact, they even had a highly coveted prospect ask to see their newsletter as part of their vetting process! Now they have a monthly newsletter that includes firm news, updates on relevant legislation and articles on topics that demonstrate their thought leadership within the industries they serve.
Clients appreciate when you bring them suggestions and new ideas for their business. Sometimes they don’t even know what other services or products you offer that could benefit them. A knowledge management SaaS company needed support selling within their current client base. While the company worked tirelessly to develop and improve their technology, longtime customers were not adding additional products and services to their subscription. Now they have a campaign that helps inform and educate current clients on ways they can get additional benefits from their base subscription that generates conversations with longtime clients. Both client retention and lifetime value are higher as a result!
For several years, accounting firms have been going full-tilt to get the work done, new clients have been referred-in without much effort, and the…
READ MORE
Simons Marketing is hitting the road! Myah and Alison will be presenting two sessions during the BDO 2024 Alliance Conference in Las Vegas. These…
READ MORE
Transitioning an accounting firm from the traditional partnership model to a private equity funded company model is complicated. The shift in…
READ MORE
This article originally appeared in Association for Accounting Marketing's CPA Growth Trends. On March 13th, AAM hosted an AAM High! webinar on…
READ MORE
Various events in 2020 accelerated efforts for many businesses to commit to diversity, equity and inclusion. That often looked like internal…
READ MORE
It's nearly Spring and the bees’ status is in question. This was the hardest winter of beekeeping I've ever had. Remember, the bees…
READ MORE
