Harnessing the Client Experience for Accounting Firm Growth

Date: Thursday, October 25, 2018
Time: 03:00 PM ET / 02:00 PM CT / 01:00 PM MT / 12:00 PM PT [Prevailing Time]
Presenter(s): Eric Gregg, Founder and CEO, Inavero
Objective(s):
Join us for a peek behind the curtain at how accounting firms can establish a client survey initiative that measures the client experience, cultivates a culture of service excellence, and harnesses reputation for company growth.
Field of Study: Business Management & Organization
Program Level: Basic
CPE Credit: 1 Credit Hour
Delivery Method: Group Internet-based

No advanced preparation or prerequisites are required for this course.
Watch Recording

Course Description

Fact: Common strategies for firm differentiation are falling short of what your prospective clients truly care about.

In 2018, the average buyer of accounting services reports that they care more about the experience that your clients have working with your firm than the cost, range of service offering, or even industry expertise that you may provide. So what steps can you take to demonstrate your firm's commitment to the client experience? And how can you leverage the quality of the service you provide to improve reputation and accelerate growth?

Join Eric Gregg, CEO and Founder Inavero, for a peek behind the curtain at how accounting firms can establish a client survey initiative that measures the client experience, cultivates a culture of service excellence, and harnesses reputation for company growth.

In this webinar, attendees will learn:
•A framework for measuring the client experience using Net Promoter® surveys
•Best practices for maximizing client satisfaction across the accounting firm relationship
•How to transform at-risk accounts into loyal ambassadors for your brand and client-facing team
•Opportunities to recognize internal service leaders and create a culture service excellence across the firm
•How to grow reputation in a way that generates new revenue opportunities

Presenter and Moderator Bios
Eric Gregg is the CEO and Founder of Inavero, a service quality research and client satisfaction survey provider based out of Portland, Oregon. Inavero helps accounting firms to leverage the Net Promoter(R) Score to measure the client experience, differentiate on service quality, and build online reputation. Eric brings more than a decade of experience in client satisfaction and service quality best practices for professional service firms, and delivers compelling narrative underwritten by industry research.

Cost
$25.00 for CPAFMA Members / $40.00 for Non-Members / Free for PAFMs

Delivery System

  • All programs are delivered using the Zoom platform.
  • Confirmations will include log-in instructions.
  • Participants are able to participate using any device with an Internet connect (if the device does not have speakers, the participant can also dial-in) or they can participate with audio only by dialing in.
  • All registrants will receive a link to the MAPCast’s recording by email within 48 business hours of event’s conclusion.
  • There will be assistance available to help with technical and connectivity issues up to 10 minutes prior to the start of the presentation.

Registration

All registration is done on-line with the names and email addresses of each individual guest. Log-in details will be emailed to all registrants approximately 1-2 days prior to each session.

Refund Policy

CPAFMA will not issue refunds for MAPCasts. If a registrant is unable to participate in the MAPCast and sends written notice to info@cpafma.org 48 hours prior to the session, a credit will be provided for a future MAPCast. Alert the CPAFMA staff member monitoring the MAPCast if technical difficulties are encountered and technical support will be provided to eliminate problems with future MAPCasts.

Additional Information

Live participation is required for CPE credit and polling questions must be answered to show active participation. All registrants will receive an email following the session with links to the slides and/or handouts, and a link to the MAPCast recording (unless otherwise stated). If you are unable to participate in the live session, you can still watch the recorded session, but you will not be eligible for CPE credits.

For more information regarding CPAFMA MAPCasts or administrative policies such as complaint and refund, contact the CPAFMA Headquarters at 937-222-0030, or info@cpafma.org.

What is an CPAFMA MAPCast?
An CPAFMA MAPCast is a live, interactive 30 or 60-minute conference presented over the Internet. You can attend from any location that has Internet access from any device. You pay just one registration fee for as many participants as you wish at each location.

Note that high-speed Internet access is not mandatory.

Who presents at an CPAFMA MAPCast?
Your MAPCast will have one or more speakers who are recognized experts on the topic. MAPCasts typically include a Q&A session; you can ask questions by audio or chat options.

CPE Credits
CPAFMA is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.nasbaregistry.org.

MAPCasts with an HR focus have been approved for recertification credit hours toward PHR and SPHR recertification through the Human Resources Certification Institute (HRCI). For more information about certification or recertification, please visit the HRCI homepage at www.hrci.org. 

MAPCasts qualify for Public Accounting Firm Manager (PAFM) continuing education credit through the CPA Firm Management Association (CPAFMA). For more information about certification or recertification, please visit the PAFM section of this website.

Why CPAFMA MAPCasts?

Fast.
No wasted time. Get right to the heart of the matter in a 30 or 60-minute session designed to easily fit into your busy schedule.

Convenient.
No airlines. No travel. No time out of the office. Listen and follow along from the comfort and convenience of your own device or conference room.

Easy.
A device with an Internet connection is all you need. If your device does not have sound capabilities, the ability to dial in from a telephone is available.

Ideal for multiple attendees.
Use a speakerphone and projector/monitor and invite as many people as you want to participate - at no extra cost to you.

Affordable.
CPAFMA MAPCasts are a fraction of the cost of travel and attendance fees for other high-priced conferences or seminars. PAFMs attend for free. PCPS members are able to register at the CPAFMA member rate.

CPAFMA has partnered with the AICPA PCPS to offer PCPS members the same member rate for MAPCasts. PCPS members should indicate their membership when registering.