James Loffler is the President of Loffler Companies, a leader in business technology services and solutions across the Upper Midwest. In the dynamic landscape of business and office technology, the ...

Strengthen your customer relationships by addressing these eight key customer experience failures.

When asked why it’s important for financial advisors to continually invest in their customer experience, most people would point to the advisor’s ability to retain client relationships over time by ...

Returning to the Wynn Las Vegas Resort this week for Medallia Experience '26 gave us invites into both how the company is ...

The race to own customer experience is on. Beyond the accounting profession, companies are recognizing the importance of delivering a rich client experience to differentiate themselves from the ...

Much has been written about creating a compelling client experience and its importance to firm growth. With that, consciously designed client experiences lead to much more than happier clients, client ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Like all modern operating businesses, accounting firms today can't look like those of the past. Clients are expecting change, and so are the employees that engage them. Digital natives make up more of ...

In 2009, I wrote a column about customer loyalty being the new paradigm compared to the old paradigm of customer satisfaction. If you believed that a satisfied customer would generate new business, ...

But customer service is just one aspect of the entire customer experience. It usually comes into play when something has gone wrong; it is the place where companies fix things when part of the ...

Attracting new clients is hugely important for accounting firms, but the development of the firm-client relationship after the engagement letter is signed is arguably even more important. Firms often ...