Mitchell Reno: Client Experience as a Growth Driver | Gear Up For Growth

Firms with client experience programs see 19% higher growth rates, according to ClearlyRated study. 

Gear Up for Growth
With Jean Caragher
For CPA Trendlines

Creating a truly differentiated client experience can be the key to standing out in a profession defined by trust, service, and technical excellence. That’s the message from Mitchell Reno, director of client experience at Rehmann, in this episode of Gear Up for Growth, hosted by Jean Caragher, president of Capstone Marketing.

• Gear Up for Growth spotlights the best strategies for smart and effficient growth in today's competitive landscape. More Gear Up for Growth here. | More Jean Caragher here | Get her best-selling handbook, The 90-Day Marketing Plan for CPA Firms, here | More CPA Trendlines videos and podcasts here

Drawing on more than two decades of marketing and advisory experience—including 14 years as Rehmann’s chief marketing and sales officer—Reno discusses how client experience, when strategically engineered, becomes not only a competitive differentiator but a catalyst for firm-wide growth and innovation.

“Client experience is not just good service,” Reno says. “It’s the sum total of every touchpoint a client has with your firm—from onboarding to billing to final delivery—and what they think and feel about all those moments.”