think customer experience, not customer service.
by jody padar
from success to significance: the radical cpa guide
innovation isn’t just about the technology you use and how you use it, it’s about how you create an experience for your customer. still, after all this time, cpas are unaware that they can create a phenomenal experience around the art of taxes and accounting. i think it’s hard for them to imagine the opportunities to serve and delight their customers in a new way.
more on radicalism: 10 steps to start innovating | how ‘agile’ applies to cpa firms | our pain points are opportunities | transitioning to a radical firm: bringing a legacy customer along | the radical cpa: always changing
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we all know our customers are built on relationships; however, in today’s fast-moving world, i’m not sure that is enough. the customer’s expectations have changed around service models and response times. cpas need to figure out how to match these ever-expanding expectations.
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