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The Netflix of accounting

There is a difference between a good experience and a good service. And the world we live in today, c
Future Firm Weekly Top 5
The Netflix of accounting
By Ryan Lazanis • Issue #8 • View online
There is a difference between a good experience and a good service.
And the world we live in today, customer experience trumps just about everything when it comes to a customer signing up and staying with you.

Taking a taxi is (sometimes) a good service.

Taking an Uber is a good experience.

Your cable subscription is a good service.

Your Netflix subscription is a good experience.

The end result is relatively the same in each of these examples, but how you get to that end result and the feeling that your customers get along the way is what is differentiating the fantastic companies today from the average.
My view is that many accounting firms are too focused on providing a good service rather than a good experience.
The ones that focus on customer experience rather than customer service are the ones that will win in this relatively new environment that we’re in today. Those that focus on experience rather than service will be the ones who become the Netflix’s and Uber’s of the accounting profession.
And now, to this week’s Future Firm Weekly Top 5:

1) Shift from Customer Service to Customer Experience
10 Ways To Create A Great Customer Experience Strategy
2) One step closer to the accounting gig economy
Check this out. Deloitte in Toronto currently has a pilot program with Luminari, an online CPA recruitment platform, to recruit CPA’s who only want to work on a project basis, something that’s being coined internally as their “gig economy initiative”. It’s being marketed to those who want to live a nomadic lifestyle or who want a ton of flexibility. While I stated that the gig economy will start affecting the profession as we move into 2022, we may be getting there sooner than we think.
3) Beancounter no more
Why we are calling for the definition of the word 'accountant' to be changed - Xero Blog
4) Making the switch
How I made the switch to running a remote accounting firm
5) Cloud accounting goes mainstream (and it's awesome)
In all the years I’ve been involved with cloud accounting, no promo has been as good as this. To promote their upcoming Super Bowl ad (!), Expensify put together a full-fledged music video with 2 Chainz and Adam Scott. Now we know cloud accounting has gone mainstream. Hopefully Expensify is able to recoup some ROI on this :)
Expensify's Superbowl promo music video featuring 2 Chainz & Adam Scott
Expensify's Superbowl promo music video featuring 2 Chainz & Adam Scott
Did you enjoy this issue?
Ryan Lazanis

Future Firm Weekly Top 5 is your weekly curated insight into the top 5 things happening on the internet affecting the future of your accounting firm.

For more technology, practice management and marketing resources for your modern accounting firm, visit my website at https://futurefirm.co.

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