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Anticipate Client Needs: Beyond Best Practices in Client and Customer Service
Professional Development
Webcast

Anticipate Client Needs: Beyond Best Practices in Client and Customer Service

Customer Service is moving to Customer Experience, and modern firms must keep up with their clients.

Format

Webcast

NASBA Field of Study

Communications and Marketing

Level

Intermediate

CPE Credits

1

Author(s)

Karl Ahlrichs

Availability

3 months

Learning Outcomes
  • List techniques for delivering great customer experiences
  • Recall key points of the Herzberg’s Motivational Theory
  • Recognize core organizational and cultural decisions that build a sustainable culture of good customer experience
  • Recall the three levels of customer relationships
  • Differentiate between customer service and customer experience
Product Details

Customer Service is moving to Customer Experience, and modern firms must keep up with their clients, or fail at sustainability. Competition is no longer just down the street. Clients are demanding more value, and wanting a shift from reactive reporting to real time services. In the future, the customer experience will be measured by value, contribution, impact and sustainability.

Who Will Benefit
  • Any financial professional responsible for elements of a company or firm's customer experience
Pricing
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Contact us
More Details
NASBA Field of Study
Communications and Marketing
Level
Intermediate
Prerequisites
Prior experience working with customers to achieve a higher level of customer satisfaction
Access
This is a live event. You will have access on the date/time of broadcast and the archive for 3 months after the broadcast date.
Duration
1 hr
Speakers
Karl Ahlrichs
SHRM-SCP, CSP
Karl Ahlrichs is a national speaker, web presenter and author, often quoted in the local and national media on the people issues in modern organizations. He has broad experience in Human Resources, Operations and senior level problem solving, working with all industries. Karl’s experience is perfectly suited to times of great global challenges. He has decades of strategic consulting to all industries, using risk management and good organizational development theories to bypass “best practices” and move directly to “next practices”. Karl joined Gregory & Appel, an Indianapolis‐based insurance firm, after serving as a founding partner of ExactHire, a human resources services firm. Prior experience was as a Senior Consultant for Professional Staff Management, and Vice President in the Indianapolis office of Marsh & McLennan, and Vice President of Right Management Consultants. At those firms, his clients included IU Health, Suburban Health, Roche Diagnostics, Boeing, Apple, and Frito Lay. Karl facilitates a weekly COVID web‐based roundtable with advisors, and an invitation‐ only roundtable for CFOs, and for more than a decade he was the Program Chair for the Indiana Society for Human Resources Management annual conference. He is a member of SHRM, and the Association for Talent Development. Karl has been named the SHRM Human Resource Professional of the Year for the State of Indiana. He has presented at the Annual Global SHRM Conference for more than 20 consecutive years and holds the SHRM‐SCP (Senior Certified Professional) and SPHR (Senior Professional Human Resources) certifications and is a CSP (Certified Speaking Professional) with the National Speakers Association.
Accessibility

The Association is dedicated to removing barriers to the accountancy profession and ensuring that all accountancy professionals and other members of the public with an interest in the profession or joining the profession, including those with disabilities, have access to the profession and the Association's website, educational materials, products, and services.The Association is committed to making professional learning accessible to all product users. This commitment is maintained in accordance with applicable law. For additional information, please refer to the Association's Website Accessibility Policy. As part of this commitment, this product is closed-captioned. For additional accommodation requests please contact adaaccessibility@aicpa-cima.com and indicate the product that you are interested in (title, etc.) and the requested accommodation(s): Audio/Visual/Other. A member of our team will be in contact with you promptly to make sure we meet your needs appropriately.

Anticipate Client Needs: Beyond Best Practices in Client and Customer Service
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