Ep.80 - Mastering Client Experience: Strategies for Success in Professional Services with Mitchell Reno

In this episode of the Market Leaders Podcast, David Ackert, with guest Mitchell Reno, Principal Director of Client Experience at Rehmann, shedding light on the ever-evolving landscape of Client Experience in professional services firms. With over two decades of Sales, Marketing, and CX expertise at Rehmann, one of the top professional advisory firms in the US, Mitch shares invaluable insights into this critical domain.

The episode kicks off by unraveling the true essence of Client Experience, exploring its definition and distinguishing it from client service. Mitch delves deep into the intricacies of the client journey, dissecting it into a 5 segment cycle and emphasizing the role of engineering a signature experience that can be consistently replicated to drive firm differentiation.

Discover the transformative power of active listening and feedback gathering as David and Mitch discuss their significance in optimizing the client experience over time. Learn how leveraging these insights can lead to continuous re-engineering, resulting in remarkable outcomes for professional service firms.

Tune in to this episode to gain exclusive access to Mitch’s wealth of knowledge, where he shares:

• Insider perspectives on Client Experience (CX) in professional services firms

• A comparative analysis of client experience vs. client service

• In-depth exploration of the complete client journey through a 5 segment cycle

• The paramount importance of active listening and feedback utilization to continually enhance and re-engineer the client experience, yielding optimal outcomes