The Perfect Client Experience with Obed Maurice: Recent Episodes
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.
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 neglect your wellbeing . You’ll see how building a career that works for you is the easiest way 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.
Full show notes and resources in The Perfect Client Experience.
Connect with Obed:
- CliQue Advisor
In this episode:
- 01:34 - CPAs are in a helping profession. Accounting shouldnt be a grind.
- 04:10 - Symptoms of burnout and losing your passion
- 06:00 - State of the profession. What’s causing burnout and disengagement
- 7:49 - “Always on” culture is killing our CPAs
- 10:28 - Client acceptance, lack of control over our work - Jason Blumer
- 11:55 - What makes a dysfunctional workplace
- 14:10 - Antidote to burnout and quiet quitting
- 16:12 - Creating a great career - practical examples for firm leaders
- 20:44 - Jason Blumer shout out #2 - find ideal clients and trim the bad stuff
- 21:40 - Don’t wait for people to discover our value. Show them
- 29:35 - Meditate
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.
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 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
Connect with Obed
- CliQue Advisor
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 vision
- 03:20 - Define the most important thing you do as an accountant
- 05:10 - Technology alone is not client experience
- 06:08 - Things most people get wrong with their CX vision
- 09:20 - 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 vision
- 16:18 Obed shares his own CX vision
Connect with Obed
- CliQue Advisor
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 defined
- 01:57 - Why CX is different from customer service and UX
- 03:50 - The 5 foundations of CX
- 12:46 - Who is responsible for CX at the firm
- 15:18 - Disadvantages of CX
Connect with Obed
- CliQue Advisor
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 CPA
- 01:47 - Why focusing on CX is a hack of business plan
- 05:12 - Accounting can be powerful when done right
- 07:58 - Consumer expectations examples
- 08:39 - Sneak peek at my own CX results
Connect with Obed
- CliQue Advisor