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 clients
You’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.
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 stage
- 05:34 – Client goals at each stage
- 10:07 – Evaluating our current journey and making it better
- 10:28 – Key questions during the evaluation stage
- 15:01 – Moving up market and getting off of the hamster wheel
- 16:18 – Consideration stage example. Obed’s favorite and 95% of CPAs miss this
- 23:17 – A quick word on client persona’s
- 27:27 – Big mistakes most firms make
Customer Journey Map
Connect with Obed