Great First Impressions in Accounting with Louise Wilson
Episode 88. In today's interview, "Great First Impressions in Accounting with Louise Wilson."
Louise Wilson is Head of the Finance Sector at Moneypenny. They look after 20 million calls and live chats on behalf of sole traders to global enterprises. Her specialist sector is the finance industry supporting financial services businesses every year and is trusted by many accounting firms including 8 of the top 20, mortgage professionals, IFAs, and lenders.
Established in 2000, Moneypenny is the world's market leader for telephone answering, live chat, outsourced switchboard and customer contact solutions. In total, more than 21,000 businesses across the UK benefit from Moneypenny’s mix of extraordinary people and ground-breaking technology. Louise works closely with accountancy practices of all sizes to improve client experience, lead capture and their digital offering.
Key takeaways from this episode include:
✓ what separates the good accountancy firms from the great ones in delivering a positive client experience
✓ what factors make up a positive client experience for accounting practices
✓ what some accounting and CPA firms have got wrong with their brand, especially during the challenging covid times
✓ the reasons accounting firms should look after existing clients but where they fall short with potential clients
✓ what has stopped some accountancy practices evolving digitally as much as they should have
✓ where 25% of accounting practices are targeting growth in the next 12 months
✓ the power of initial enquiries and FAQs from potential accounting firm clients that might turn into more business
✓ the trend for inbound enquiries from prospects to accounting firms being handled by non fee earners
✓ the biggest mistake made for accountants of putting money into marketing but poorly handling the follow up
✓ the need to repurpose the skillsets of professionals within accounting firms
✓ the danger of overload with receptionists who have to make a great impression with callers to their accounting firm
✓ the most in-demand services accounting firms hire Moneypenny for
✓ the move to round the clock front desk support for accounting practices who have 24-7 calls coming in
✓ the importance of live chat on accounting firm websites
✓ the most common question prospects ask accounting firms live chat when they think they are dealing with bots
✓ how many accounting firms can get first impressions wrong even though it is easily corrected
✓ what Moneypenny look for first when hiring new staff to handle calls and live chat for accounting firms
✓ how it's easy to make very quick judgements about service and competence when calling an accounting firm or visiting their website
In her spare time, Louise loves walking, travel, and doing the latest fitness fad like Peloton.
https://www.linkedin.com/in/louiseatmoneypenny/
Twitter @LouiseWilson8
━━━━━━━━━▼━━━━━━━━━
We'd love to get to know you!
Join, follow, subscribe, like, share and engage with the Accounting Influencers Communities on any of these platforms:
➺ Main show website. For access to every single show with full shownotes: https://accountinginfluencers.captivate.fm
➺ LinkedIn. For announcements of published shows, tagging guest so you can build your network and offer feedback on the show: https://www.linkedin.com/company/accountinginfluencers
➺ Youtube. For videos of all podcast interviews and bonus video content: https://www.youtube.com/channel/UC3AwPLSr2rCqTylGj0s7TJQ
➺ Twitter: https://twitter.com/accinfluencers
➺ Facebook: https://www.facebook.com/accountinginfluencers
━━━━━━━━━▲━━━━━━━━━
◤━━━━━━━━━━━━━━━━━━━━◥
Need CPE/CPD? Continuing professional education for accountants on the move...
Get points for Continuing Professional Education /Development by listening to the Accounting Influencers Podcast. Earmark CPE is the exclusive CPE/CPD partner for the podcast. The partnership is NASBA-approved meaning accreditation and certification counts in most countries. NASBA stands for National Association of State Boards of Accountancy. Download the Earmark CPE mobile app here https://earmarkcpe.com
Here's how it works:
① SELECT A COURSE. Download the mobile app, search for Accounting Influencers and start a course. Complete each learning activity at your own pace.
② LISTEN TO AUDIO. Learn by listening to podcast episodes. Listen when you’re driving to work, working out, or doing chores.
③ TAKE THE QUIZ. Confirm you’ve learned the material by taking the short quiz at the end of the course. Score 75% or higher to pass.
④ GET YOUR CPE. Click 'Email CPE' and your CPE certificate arrives via email in your inbox. Earmark helps by keeping track of all your CPE earned through the app.
When was the last time you took a free CPE/CPD course that taught you something you didn’t already know? Most accountants and CPAs these days prefer to earn CPE from live webcasts, webinars or formal training. The problem is, you end up picking courses based on what fits your schedules, not what’s most relevant to your professional development needs.
With the Accounting Influencers Podcast partner Earmark CPE, you can earn credits whenever you want, wherever you go. Multitask and be more productive while listening to accounting and tax podcasts. When you’re done listening, complete the handful of quiz questions to access your CPE/CPD certificate.
UNCHAIN FROM YOUR DESK AND BE MORE PRODUCTIVE
With the rise of remote and hybrid work, you’re spending more time in front of your computer than ever before. So get out from behind your desk and learn while you listen to podcasts on the Earmark CPE mobile app for Android and iOS.
STOP STRESSING ABOUT EARNING ENOUGH CREDITS
By using the Earmark mobile app every week for free, you’ll be sure to earn enough CPE credits to make your license renewal/CPD accreditation a breeze. Say goodbye to the pain of cramming in courses/training at the last minute.
LEARN SOMETHING NEW FROM FREE CPE/CPD FOR ACCOUNTING PROFESSIONALS
Let’s be honest. Most free CPE/CPD courses aren’t that great. The Accounting Influencers Podcast contributes to a growing library of educational, entertaining and on-demand accounting and tax podcasts. As a result, you can actually learn something new while you check that CPE/CPD box.
◤━━━━━━━━━━━━━━━━━━━━◥
