{"href":"http://player.captivate.fm/services/oembed?url=http%3A%2F%2Fplayer.captivate.fm%2Fepisode%2Fbdff000a-bc93-4f8d-b2f7-29a1b8ce3fee","version":"1.0","provider_name":"Captivate.FM","provider_url":"https://www.captivate.fm","width":600,"height":200,"type":"rich","html":"","title":"Great First Impressions in Accounting with Louise Wilson","description":"Episode 88. In today's interview, \"Great First Impressions in Accounting with Louise Wilson.\"\n\nLouise Wilson is Head of the Finance Sector at Moneypenny. They look after 20 million calls and live chats on behalf of sole traders to global enterprises. Her specialist sector is the finance industry supporting financial services businesses every year and is trusted by many accounting firms including 8 of the top 20, mortgage professionals, IFAs, and lenders. \n\nEstablished in 2000, Moneypenny is the world's market leader for telephone answering, live chat, outsourced switchboard and customer contact solutions. In total, more than 21,000 businesses across the UK benefit from Moneypenny\u2019s mix of extraordinary people and ground-breaking technology. Louise works closely with accountancy practices of all sizes to improve client experience, lead capture and their digital offering.\n\nKey takeaways from this episode include:\n\n\u2713 what separates the good accountancy firms from the great ones in delivering a positive client experience\n\n\u2713 what factors make up a positive client experience for accounting practices\n\n\u2713 what some accounting and CPA firms have got wrong with their brand, especially during the challenging covid times\n\n\u2713 the reasons accounting firms should look after existing clients but where they fall short with potential clients\n\n\u2713 what has stopped some accountancy practices evolving digitally as much as they should have \n\n\u2713 where 25% of accounting practices are targeting growth in the next 12 months\n\n\u2713 the power of initial enquiries and FAQs from potential accounting firm clients that might turn into more business\n\n\u2713 the trend for inbound enquiries from prospects to accounting firms being handled by non fee earners\n\n\u2713 the biggest mistake made for accountants of putting money into marketing but poorly handling the follow up\n\n\u2713 the need to repurpose the skillsets of professionals within accounting firms\n\n\u2713 the danger of overload with receptionists who have to make a great impression with callers to their accounting firm\n\n\u2713 the most in-demand services accounting firms hire Moneypenny for\n\n\u2713 the move to round the clock front desk support for accounting practices who have 24-7 calls coming in\n\n\u2713 the importance of live chat on accounting firm websites\n\n\u2713 the most common question prospects ask accounting firms live chat when they think they are dealing with bots\n\n\u2713 how many accounting firms can get first impressions wrong even though it is easily corrected\n\n\u2713 what Moneypenny look for first when hiring new staff to handle calls and live chat for accounting firms\n\n\u2713 how it's easy to make very quick judgements about service and competence when calling an accounting firm or visiting their website\n\nIn her spare time, Louise loves walking, travel, and doing the latest fitness fad like Peloton. \n\nhttps://www.linkedin.com/in/louiseatmoneypenny/ \n\nTwitter @LouiseWilson8\n\nwww.moneypenny.co.uk\n\n\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u25bc\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\n\nWe'd love to get to know you!\n\nJoin, follow, subscribe, like, share and engage with the Accounting Influencers Communities on any of these platforms:\n\n\u27ba Main show website. For access to every single show with full shownotes: https://accountinginfluencers.captivate.fm\n\n\u27ba LinkedIn. For announcements of published shows, tagging guest so you can build your network and offer feedback on the show: https://www.linkedin.com/company/accountinginfluencers\n\n\u27ba Youtube. For videos of all podcast interviews and bonus video content: https://www.youtube.com/channel/UC3AwPLSr2rCqTylGj0s7TJQ\n\n\u27ba Twitter: https://twitter.com/accinfluencers\n\n\u27ba Facebook: https://www.facebook.com/accountinginfluencers\n\n\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u25b2\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\n\n\u25e4\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u2501\u25e5\n\nNeed CPE/CPD? Continuing professional education for accountants on the move...\n\nGet points for Continuing Professional Education /Development by listening to the Accounting Influencers Podcast. Earmark CPE is the exclusive CPE/CPD partner for the podcast. The partnership is NASBA-approved meaning accreditation and...","thumbnail_width":300,"thumbnail_height":300,"thumbnail_url":"https://artwork.captivate.fm/28af57b7-427f-4c1a-add2-50796cdb2ff3/GODbf1JtOtjz8hx0qnwcT0ua.jpg"}