Accounting & Financial Planning

CX WITH ACCOUNTING & FINANCIAL PLANNING 

At 6 peas we work with accounting and financial planning professions, principals, business development managers, partners and practice managers who want to outperform their competitors by delivering an exception customer experience.

Organic business growth is built on the relationships that are established with clients – this is true regardless of the client being big or small or individuals or firms.  However, the majority of firms remain highly complacent about how both their clients – and their lost prospects and clients and their employees – see them.

With such a large reliance on referrals firms that wish to continue their success need to go back to basics.  The legal industry (solicitor firms and barristers)is a referral based business so firms need to be able to identify the lifetime value of your client? How do you grow the lifetime value?

Those practices that do focus on client/customer experience reap the rewards in terms of higher conversion rates, more referrals, less downward pressure on fees, enhanced pricing power, increased employee engagement and a sustainable selling proposition. We work with your firm to:

• Determine the lifetime value of your clients
• Identify opportunities to grow the lifetime value of your clients
• What clients want – trends and research re client value.
• The customer journey – and key touchpoints
• Opportunities around customer insights
• How to get your team on board
• Compelling leadership – do you have it?
• Mission, goals and value proposition – is it understood?
• Developing team skills & changing team behaviours
• Practice systems to support an excellent customer experience
• The engagement experience – and how to convert enquiries
• Measuring the client experience and net promoter scores and other benchmarks
• Positioning, marketing and client experience
• Leveraging an excellent experience into more clients and higher profits