PODCAST

The Perfect Client Experience with Obed Maurice

Obed Maurice

A podcast dedicated to improving client experience in financial services. Obed Maurice, a practicing CPA and fintech founder explores the hottest topics in CX and discusses how you can use them to create the perfect client experience at your firm.

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CPA’s and Mapping the Client Journey

CPA’s and Mapping the Client Journey

In today's episode, Obed discusses the specifics mapping the client journey at your firm. You’ll hear why it's a huge mistake to forget about the client journey and the big steps in the journey that most firms miss. You’ll see how, mapping the client journey is one of the easiest ways to bring something different and cool to your clientsYou’ll learn the five main stages CPAs should look at when mapping the journey and how to evaluate each step. Using this process will reveal a treasure trove of opportunities for your firm to move up market and off the hamster wheel.Full show notes and resources in The Perfect Client Experience. In this episode:01:18 - The 5 main stages a client goes through at a firm.04:12 - Key touchpoints, actions and processes within each stage05:34 - Client goals at each stage10:07 - Evaluating our current journey and making it better10:28 - Key questions during the evaluation stage15:01 Moving up market and getting off of the hamster wheel16:18 Consideration stage example. Obed’s favorite and 95% of CPAs miss this23:17 A quick word on client persona’s27:27 Big mistakes most firms makeConnect with ObedLinkedInCliQue Advisor

CPA’s and Mapping the Client Journey

CPA’s and Mapping the Client Journey

In today's episode, Obed discusses the specifics mapping the client journey at your firm. You’ll hear why it's a huge mistake to forget about the client journey and the big steps in the journey that most firms miss. You’ll see how, mapping the client journey is one of the easiest ways to bring something different and cool to your clientsYou’ll learn the five main stages CPAs should look at when mapping the journey and how to evaluate each step. Using this process will reveal a treasure trove of opportunities for your firm to move up market and off the hamster wheel.Full show notes and resources in The Perfect Client Experience. In this episode:01:18 - The 5 main stages a client goes through at a firm.04:12 - Key touchpoints, actions and processes within each stage05:34 - Client goals at each stage10:07 - Evaluating our current journey and making it better10:28 - Key questions during the evaluation stage15:01 Moving up market and getting off of the hamster wheel16:18 Consideration stage example. Obed’s favorite and 95% of CPAs miss this23:17 A quick word on client persona’s27:27 Big mistakes most firms makeConnect with ObedLinkedInCliQue Advisor

First things First - Your Client Experience Vision

First things First - Your Client Experience Vision

In today's episode, Obed discusses the specifics of creating your client experience vision and how that vision simplifies every decision in your firm, career or organization. You’ll hear the exact vision Obed uses and how that's benefited his firm, career and clients.You’ll learn the common mistakes accountants make when creating their vision along with 3 “must have” pieces for building the perfect client experience vision. In this episode:01:38 - Benefits of your CX vision03:20 - Define the most important thing you do as an accountant05:10 - Technology alone is not client experience06:08 - Things most people get wrong with their CX vision09:20 - What exactly does a CX vision include?09:40 Who do we love working with and why?11:32 What urgent needs and wants do our clients have?13:31 Specific areas to cover when considering how to deliver the vision16:18 Obed shares his own CX visionConnect with ObedLinkedInCliQue Advisor

What the Heck is CX

What the Heck is CX

In today's episode, Obed discusses how client experience has been defined for accountants and how it's different from customer service. You’ll learn the five key foundations for building the perfect client experience at your firm and who should be responsible for CX success. In this episode:00:49 - How CX has been defined01:57 - Why CX is different from customer service and UX03:50 - The 5 foundations of CX 12:46 - Who is responsible for CX at the firm15:18 - Disadvantages of CX Connect with ObedLinkedInCliQue Advisor

Client Experience: The New Secret Sauce in Finance

Client Experience: The New Secret Sauce in Finance

In today's episode, Obed discusses why one of the best parts of accounting is focusing on client experience. The episode covers how the change in consumer behavior has impacted client expectations and employee engagement. He highlights the cost of poor CX and rewards of a great client experience.In this episode:00:54 - How focusing on people and their goals will make you thrive as a CPA01:47 - Why focusing on CX is a heck of business plan05:12 - Accounting can be powerful when done right07:58 - Consumer expectations examples08:39 - Sneak peek at my own CX resultsConnect with ObedLinkedInCliQue Advisor