Jonathan shared findings from Insight6 research testing how MGI member firms handle new enquiries. The results highlighted clear opportunities across the profession, particularly around response times, follow-up and the overall handling of online enquiries.
Session highlights
The session showed that many practices deliver strong technical work but can miss simple human factors — prompt replies, proactive follow-up and personalisation. Using a client’s name, acknowledging urgency and showing empathy were all shown to significantly improve perception of service quality.
CX was framed as more than customer service. Jonathan described three core elements:
- functionality – solving the problem
- ease – making interactions simple
- empathy – making clients feel valued
Firms that actively manage these elements typically see stronger retention and better feedback.
Members left the session with practical actions they can implement immediately:
- map and regularly test the full client journey
- build consistent response processes for phone and web enquiries
- introduce routine feedback collection
- embed CX checks into partner and team meeting agendas
MGI Worldwide will now trial the Insight 6 feedback platform and gather member input following online events, helping firms continuously refine their client experience approach.
The session reinforced a clear message: technical expertise wins work once, but experience keeps clients for the long term.
To watch a recording of the session, click HERE
MGI Worldwide is a leading global accounting network and association with over 8,500 professionals, across audit, accounting, tax, legal and consulting, in some 440 locations in 100 countries around the world.