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The Value-Perception Gap: Why Do Clients Leave? With Robert Craven of GYDA.

Go Beyond Disruption

Release Date: 07/17/2019

Managing the local impact of a global disruption: US Panel show art Managing the local impact of a global disruption: US Panel

Go Beyond Disruption

"Choose things you've never done before and hopefully, WHEN we come out at the other end, we'll be better off for it." (#103). This is the first of three special episodes exploring how to manage the local impact of a global disruption. It's the audio recording from one of our recent series of live webcast Q&As, each one with a panel of accounting and finance experts from a different part of the world. In this recording from March 27th, you'll hear a US regional perspective from four panellists: (New York), (Maryland), (Louisiana) and (California).    TALKING POINTS. ...

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Go Beyond Disruption

"This is a known risk. What has been UNKNOWN...is the quantification!". (#102). Ashok Noah, CPA, CGMA, FCMA is Managing Director of CGMA Learning, Education and Development at the Association of International Certified Professional Accountants. Christina Kite is Vice President, Global Business Strategy & Analytics at Oracle. This is a recording of a recent AICPA webcast interview in which Ash and Chris discussed the critical issues that business leaders face during the Corona crisis. They took questions and shared practical suggestions to help business leaders manage these unique...

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Go Beyond Disruption

"Who knew that this is where we'd be? But this IS where we are". (#101).We've put our pre-recorded interviews on hold for a while to concentrate on what's happening around us right now. We're talking about the Corona virus, sharing the AICPA & CIMA's official guidance, and introducing our new offering support to our professional community across the world. We also look at our calendar of corona virus-related webcasts coming up between now and the end of March 2020.   TALKING POINTS. What is the Association of International Certified Professional Accountants' guidance for members?...

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Go Beyond Disruption

I thought, "Right! THERE'S something for me to sign up to!". (#100). For this milestone episode, we do something we've never done before: we interview one of our listeners. There's nothing more important than our audience so we thought it's time to highlight YOU! After we contacted many of those from around the world who'd emailed us since our show launched at AICPA ENGAGE 2018 conference in Las Vegas, we were delighted to arrange this fun and illuminating conversation with a listener all the way across the Atlantic - in the English city of Leeds.   TALKING POINTS. How did you discover...

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Go Beyond Disruption

"Clearly, the companies that respond the quickest are the ones that are going to be most TRUSTED, most liked by their customer base". (#99). Accounting and finance professionals work with numbers as well as people, and sometimes the situation with the numbers can cause difficult, stressful conversations. We hear from Allister Manson of Opus Restructuring LLP about tech, trust and transparency. He discusses how business and accounting professionals are integral to building trust – not just trust in financial information, but also trust in the integrity of the code and in the collection,...

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Go Beyond Disruption

"It'll feed into other functions that the accounting practitioner NEEDS in what we're calling the 'blockchain world' . It's moving pretty fast." (#98)  How will blockchain introduce and impact firms of all sizes? Introduced by  Kristen Hughes, an Associate Director of Technology at AICPA & CIMA, this recording features a conversation between Amy Vetter and Ron Quaranta of the Wall Street Blockchain Alliance. They discuss the adoption and impact of blockchain and cryptoassets.   OUR GUESTS. Technologist and author Amy Vetter is a CEO who heads The B3 Method® Institute. She...

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Go Beyond Disruption

"It's really important to not just develop a strategy and let it be. Make sure that you ACTIVATE that strategy." (#97)  Strategy. One word, many definitions, almost infinite possibilities. What is it? What makes it work? Where do you start? During her time here at the Association, Jennifer Gardner recorded this conversation with Sil Garaventa, Director of Sales Support for US Foods in North Carolina. This is a high-level exploration of strategy: when a company has resource limitations, the team has to make choices around where to focus. At the heart of it, that's strategy.   OUR...

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(Minisode) A Quick Word -  We'd Like YOU to be in our 100th Episode show art (Minisode) A Quick Word - We'd Like YOU to be in our 100th Episode

Go Beyond Disruption

In mid March 2020 - just over a month's time - we will be recording our 100th episode. And we'd like YOU to be part of it, from wherever you are in the world.    LET'S TALK Happy to take a few minutes for an online voice call? Email us with the word "Podcast" in the Subject line. The email address is .  We'll get in touch to arrange a quick online voice call at a time that suits you. It'd help to know things like Which part of the world are you in? What do you do for a living? Why you listen to this podcast?  What topics and trends would you like us to be focusing on...

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2020 Vision. New Year, New Business Models with Kelly Mattarocci of TICH show art 2020 Vision. New Year, New Business Models with Kelly Mattarocci of TICH

Go Beyond Disruption

"Everybody can work together to collaborate, innovate and move the organisation more and more towards AI with this new business model." (#96) Talking AI with returning guest Kelly Mattarocci, a Texas-based Certified Public Accountant and a CGMA with expertise as a business strategist, innovator, and thought leader with over 20 year'C-Suite executive experience. She looks at new business visions for the new year and outlines some innovative but practical ways to incorporate AI. She helps answer the questions on all business owners' lips this January: where should our business go in the year...

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Go Beyond Disruption

"What I don't think we've realised ...is "How do you RE-IMAGINE accounting?"   (#95) Hear this boundary-nudging lecture delivered at AICPA & CIMA's London office, arranged and introduced by Ian Selby, our Vice President of Global Research and Development (Management Accounting). His guest speaker was Professor Nicholas McGuigan, visiting the UK just as the 2020 World Economic Forum Summit was beginning in Davos, Switzerland. Professor McGuigan’s message is a powerful one. It touches on the reimagining of the accounting profession and unpacks new visions for how educators...

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More Episodes

"Too many accounting & financial firms think that their solution is what the customer wants. People don't buy what you do, they buy what you do does for THEM!"

GBD67. Our guest's work on marketing and growth strategy has been widely published and acted upon by thousands of businesses and agencies, from BlackBerry to Barclays, from Nando's to AirBus. Robert Craven has presented to Google and several other leading global brands, and that's why we sat down with him to explore the "Value-Perception Gap", talk about why clients leave (and what to do about it), and answer the question: "The Reason We Love Our Accountant Is...?" His insights are invaluable to anyone running a service business which relies on close client relationships - and that means accounting and finance professionals. 

  

GIVE FEEDBACK.

How did you discover our podcast, where do you listen, and what would you like to hear more of? Finance pro or not, we'd love to know what you think. Email us here.

 

LINKS WE MENTION

* Theodore Levitt's seminal 1961 Harvard Business Review article "Marketing Myopia"

* "Grow Your Service Firm" – Robert Craven

* "Customer is King" – Robert Craven

* See https://robert-craven.com/wp-content/uploads/2014/07/CIK-mini-version.pdf

* PWC's Report on the Future of Client Experience

 

OUR GUEST

Founder of the Grow Your Digital Agency initiative, Bath-based Robert Craven is a mentor and consultant who has helped more than 1,000 companies to revolutionise the way they work. Author of several books, including  “Growing Your Service Firm”,  Robert's work on marketing and growth strategy has been widely published and acted upon by thousands of businesses and agencies, from BlackBerry to Barclays, from Nando's to AirBus. Described as the UK's best-known and sought-after keynote speaker on growing digital agencies, Robert talks on customers: finding, delighting and keeping more and better customers and clients. He is not full of theoretical rhetoric; he offers practical solutions - tangible business growth results. Connect with him on LinkedIn here

 

MORE ABOUT OUR PODCAST.

The Voices. These conversations with expert guests are recorded by different members of the AICPA & CIMA team from our offices around the world. While the sound quality may vary, the insights will always be consistently useful.

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