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- A No Bull Podcast
- Accounting & Finance Expertise
- ACCOUNTING ADVISORY
- Advisory
- Alice Stephenson – Founder & CEO, Stephenson Law
- All News
- ALLSTARS EARLY CAREER PROGRAMMES
- APPRENTICES
- April Bembridge – Chief People Officer, Cooper Parry
- Are You Claiming The Right Amount? Gated
- AUDIT – WHAT OUR CLIENTS SAY
- Audit and Assurance
- AUDIT FOR AIM LISTED COMPANIES
- B CORP
- Bundle and Pricing Options
- BUSINESS SERVICES INSIGHTS
- BUSINESS STRUCTURING
- Business Support And Grants
- Business Tax
- CAPITAL ALLOWANCES
- CAPITAL GAINS TAX
- Careers – Our Roles
- Careers Contact Us
- Careers Trainees FAQs
- Charities
- Construction And Property
- Contact Thank You
- Contact Us
- COOKIE POLICY
- Cooper Parry Book Club
- Cooper Parry Event
- CORPORATE AUDIT
- Corporate Finance
- Corporate Finance – What Our Clients Say
- CORPORATE FINANCE DEALS
- Corporate Finance News & Insights
- Corporate Social Responsibility
- Covid-19 Collaboration-news
- CP Futures
- CP Innovation
- CP INNOVATION – WHAT OUR CLIENTS SAY
- CP INNOVATION FULL PAGE. – DRAFT
- CP Tech 100
- CPERS: COOPER PARRY ENQUIRY RESOLUTION SERVICE
- Creative Tax Reliefs
- CULTURE
- DIVERSITY POLICY
- Early Stage To SME- WHAT OUR CLIENTS SAY
- Ecommerce
- Eddie Latham & PJ Scott – Co-founders, Velocity Commerce
- Education
- EMPLOYMENT TAX
- FAQS
- Financial Reporting
- Find Us
- Flexible ‘Finance Bench’
- Future Events
- Galahad Clark – Founder VivoBarefoot
- GLOBAL TALENT PROGRAMME
- GRADUATES
- HEALTHCARE INSIGHTS
- Helena Hills – Founder & CEO, TrueStart
- HIGH GROWTH LOW DOWN
- Homepage
- Homepage
- Hub CP
- HUB CP – Live Lounge
- HUB CP – Live Lounge Velocity Snippets
- HUB CP – Rob Law Trunki Snippets
- Hub CP 3
- HUB CP LEADERSHIP SERIES
- HUB CP LOUNGE – PACT COFFEE
- HUB CP LOUNGE – PAUL SCHAFFER, PLUM PRODUCTS
- Hub CP Podcast
- HUB CP Thank You
- Hugo Tilmouth – Founder & CEO, The Up.co
- Impact Beyond Business
- Impact Beyond Business New template
- In Their Words
- In Their Words Retail
- INDIRECT TAX
- Inheritance Tax
- Intellectual Property & Patent Box
- INTERNATIONAL TAX
- Investment Calculator UK
- James Hyde – Founder & CEO, James and James
- Jay Richards & Cat Agostinho – Co-Founders, Imagen
- Justin Harling – CEO, CAE Technology Services
- LANDLORD
- LEGAL STUFF
- Let’s Stop Calling It R&D V2 Gated
- Life at cooper parry
- Lounge Underwear Webcast
- MAKING TAX DIGITAL
- Management Information and Reporting
- MANAGING AGENTS
- Manufacturing Tax and Advisory
- Marketing Thank You
- MID MARKET – WHAT OUR CLIENTS SAY
- Mid-Market
- New Hub CP
- New Hub CP Live Lounge
- Newsletter Form
- Newsletter Thank You
- NFP Webcasts And More
- Not For Profit Audit
- Operational Systems & Technology
- Our People
- Meet the Team
- Meet the Team Retail
- Our People – Big Business
- Our People – Board
- Our People – Business Tax
- Our People – Capital Allowances
- Our People – Corporate Finance
- Our People – CP Innovation
- Our People – Facilities & Wellbeing
- Our People – Leadership
- Our People – Marketing
- Our People – New Business Relationships
- Our People – Not for Profit
- Our People – Outsourcing
- Our People – Partners
- Our People – Pensions
- Our People – Personal Tax
- Our People – Service Charge
- Our People – Tech & High Growth
- Our People – Tech & Platforms
- Our People – Transaction Services
- Our People – Transaction Tax
- Our People – VAT
- Our People – Wealth
- Our People Audit
- Our People Team
- Our Why And Values
- Outsourcing
- OVERSEAS EXPANSION
- Past Events
- Paul Richardson – Executive Chairman, Gymshark
- Paul Turton – CEO, Pact Coffee
- PENSIONS AUDIT
- Personal Tax
- Personal Tax Compliance
- PLACEMENTS
- Preference Centre
- PRIVACY POLICY
- Private Equity Advisory
- PROPERTY AND LANDLORDS
- R&D Capital Allowances
- R&D Newsletter Thank You
- R&D Tax Credits Questionnaire: Are you eligible?
- Raise investment or debt
- Raising Finance
- Read All About It
- Rebelution 2
- Rebelution 2 Top Tips – Cooper Parry Corporate Finance
- Rebelution 2 Top Tips – Cooper Parry IT
- Rebelution 2 Top Tips – Cooper Parry Wealth
- Rebelution 2 Top Tips – CP Futures
- Rebelution 2 Top Tips – VAT & Brexit
- Research & Development Tax Credits
- Research And Development Tax Credits
- RESIDENCE & DOMICILE ADVICE
- Retail
- Retail Advisory
- Retail Tax
- Rob Law MBE – Founder, Trunki
- Scale Up & High Growth
- SECURITY POLICY
- Service Charge
- Service Test
- SETTING UP BUSINESS IN THE UK
- SHARE INCENTIVES AND REWARD
- Share incentives: Annual Reporting
- SHAREHOLDER TAX ADVICE
- Shaun Doak – CEO, React Group Plc
- Small Business
- SNAPSHOT
- Succession Planning
- Supporting start ups
- SUSTAINABILITY
- Tax – What our clients say
- TAX COMPLIANCE SERVICES
- Tax Services
- TAX SETTLEMENTS AND INVESTIGATIONS
- Tech & High Growth
- Tech & High Growth – What our clients say
- TEN STAGES TO INVESTMENT
- TEN STAGES TO SALE
- Test2
- This Is Us
- Tom and Tina Warner – Co-Founders, Warner’s Distillery
- Transaction Deals
- Transaction Services
- Transaction Services – What Our Clients Say
- TRANSACTION TAX
- TRANSFER PRICING
- Trusts and Estates
- UK support for International groups
- VAT SERVICES
- Virtual Bookkeeping
- Virtual FD
- Wealth
- Wealth- What Our Clients Say
- Website How To Guide
- Welcome to the CP Family
- What our clients say
- WORK EXPERIENCE
- XCP Sign Up
- Your Development
- Your Say
- Your Say Contact Us
For me (and I suspect for the majority of you guys reading this), the way I’m treated is often the deciding factor when I’m choosing where to spend my time and money. It’s a cliché that’s been over-used, worn out and exhausted over time, but life really is too short (to put up with being treated like crap).
Client Experience (CX) is all to do with, well, just that. It’s the interaction and relationship between a business and a customer.
A good CX can make you feel fantastic. It brightens your day. And it gives you that “I’d go back there in a heartbeat” feeling that every successful business relies on. A bad CX has the opposite effect. It’s sour. You feel unimportant. You feel like a nuisance. And regardless of the eventual quality of the product or outcome you’ve received, you won’t be heading back in a hurry, or at all.
My point is: CX is everything when it comes to building a relationship between a customer and a business. Every interaction fits somewhere along the spectrum from “Wow, that was great”, to “I could pull my #$@&%* hair out right now”.
It’s been found that 86% of buyers are happy to pay more for a better client experience (and an intact scalp). And that’s why, by 2020, CX will leave price and product in its dust as it becomes the key brand differentiator.
Accountants can be humans too
Think back to the last time you were treated to a fantastic CX. What made it so great? Maybe they remembered you from your last visit and asked how your holiday was. Maybe they went out of their way to find something for you. Or maybe it was as simple as a warm goodbye and a smile as they held the door for you on your way out.
It’s easy to think of examples from the consumer world, right? But here at Cooper Parry, we want to make sure we’re replicating that feeling in our world of professional services. It’s a big part of our mission to flip every stereotype on its head and live up to our billing as “the rebels of accountancy”.
Why? Because frankly, we might be talking about audits or R&D tax credit claims, but people are still people. We all want to feel amazing. And we all crave opportunities to interact with others that are determined to make sure that’s the case.
So, how do we do that?
Internally, I can see first-hand that we’re doing a great job for our people. The coffee machine is always topped up and ready to burst into action on Monday morning. Every day, the Finance team cast their eagle eyes over expenses forms to make sure we’re not missing out on a penny. The internal IT guys are always swooping in to save the day for those that fall short of tech-guru status (guilty). And our Concierge Crew do an incredible job keeping the whole office running like clockwork.
We want to make sure your experience with us always hits the spot too. We understand the key ingredient in an irresistible CX: engaged, enthusiastic employees – which is why we’ll never stop championing our people, their wellbeing and our culture. And as we do so, we’ll continue to attract likeminded people to work both at and with Cooper Parry.
What’s more, we’ve got a CX strategy in place to make it all happen. We’re looking at every stage of the client lifecycle and identifying how improvements can be made. We’re constantly challenging ourselves and exploring new ways to put everything we’ve learnt from our clients into practice. And we’re sharing ideas and inspiration with other businesses outside of accountancy, such as Volvo, who we recently spoke to about their CX and the parallels between our two businesses.
Sure, we’re not where we want to be yet. This is a never-ending journey. A constant evolution. We’ll take risks, we’ll try things. Granted, some of those won’t work, but because we’ll be asking for your guys’ feedback, we’ll know that’s the case and we’ll keep learning and improving our CX every day.
International CX Day falls on October 1st, and in our offices this year we’ll be celebrating our clients and the CX work our people have already done, both for them and our internal teams. We’ll be sharing insights from other sectors and businesses too. All with the aim of inspiring each other to take our CX to the next level.
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