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Deeper Weekend 2014

Posts Categorized:

Customer Experience

Choose your favorite writer

  • Greg Kyte
    Greg Kyte
  • Jason Blumer
    Jason Blumer
  • Melinda Guillemette
    Melinda Guillemette
  • Scott Kregel
    Scott Kregel

I was working with a firm owner recently, and we were exploring where his clients were really coming from. He has been growing, but he didn’t really have a website and he wasn’t really marketing. How can you grow if you don’t have a website, a logo, or participate in marketing activities? Similar question: why do some firms fail to grow when they do have a solid website, a logo, and participate in marketing?

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Greg Kyte 2Two years ago, I let Liberty Tax eff up my taxes. This year I allowed H&R Block to do it. In last month’s post, I wrote about H&R Block’s weird-ass pricing. Next month, I’ll tell you all about how hard their accuracy sucked. This post, however, is my story about the H&R Block customer experience.

 

But this is only my experience. H&R Block files millions of returns every year. So you can’t generalize based solely on one experience. But I will anyways because it’s fun to generalize based solely on one experience.

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Category:
Customer Experience, Taxes
Comments:
2

Greg Kyte 2Two years ago, I had Liberty Tax do my taxes. Bad Experience. Bad Pricing. They lost my children. Great dance opportunity.
This year I did it again, but this time I went to H&R Block to see how The Block would do. Over the span of my next three blog posts, I’ll to go in detail about H&R Block’s pricing, their customer experience, and their accuracy.¹

 

Greg HR Block

 

This post is the one about pricing. But first, I need to tell you how I got here. Read more

Greg Kyte 2My hair sucks. It sucks bad.

 

Since my hairline isn’t receding and I don’t have a bald spot, I don’t have male pattern baldness. Instead I’ve got female pattern baldness (FPB), which means really thin hair on top. The sides are bushy as hell, but the top is thinner than an Olsen twin.

 

I first noticed my FPB in a photo back when I kept my hair buzzed. I loved the buzz cut. No bed head. No hat head. Whenever I did get bed and/or hat head, that was the universe telling me to cut my damn hippy hair. Read more

Category:
Customer Experience, Pricing
Comments:
0

Jason BlumerI’m a Peter Thiel fan. He is a contrarian, and there is power in contrarian thinking. In his book Zero to One, Thiel talks about Secrets in Chapter 8. It’s one of my favorite chapters.

 

secrets

 

In his book, Thiel contrasts secrets between conventions and mysteries. He contends that conventions within business are easy to uncover (like, you should use a CRM to manage your client’s information), and that mysteries are impossible to uncover (like, you will make a lot of money if you can predict what the stock market will do tomorrow). He makes a point that secrets are not easy to discover, yet they are not impossible. You will not stumble into secrets – if they are to be found, then you must search for them.

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Category:
CPA firm, Customer Experience, Innovation
Comments:
4