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Cultivate a positive client experience with these strategies

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A poor client experience is the reason why 49% of consumers left a brand in the past 12 months. Improving the client experience can lead to happier clients who may be less likely to switch firms.

For a moment, think about your favorite restaurant. If you frequent the location often, the waitstaff may know your name, your favorite dish and where you like to sit. All of these elements create an experience, which, when the food is excellent, keeps you coming back time and time again.

You likely even recommend the restaurant to other people you know, driving more business to the eatery.

The same idea applies to accounting firms.

Client experience is something every accounting firm must work on. Why? An experience that clients enjoy leads to:

  • Brand loyalty;
  • Deeper client relationships; and,
  • Increase in referrals and revenue;

Your clients have options, and the experience you offer can make and keep you the clear choice. I’m going to show you how to create the ultimate client experience for your firm using a simple, step-by-step approach.

First map out your client journey

Every client your firm has will have a journey that they go through. If you don’t know what your clients are experiencing, you can’t focus on improving it. You might even be so busy managing your firm that there’s been a cultural shift that you overlook.

What can you do to map out the journey?

Sit down and ask:

  • Why do clients need your services?
  • Why was your firm chosen over others?
  • Where are clients finding your services?

Once you have these key pieces of information, you need to understand the client’s experience from onboarding to your service delivery. If you don’t have answers to these questions, send surveys to your clients and work with your team to gain these insights.

Next, it’s time to review your tech stack, which many firms need to do to stay relevant.

Review your tech stack

If your technology is outdated or causes any level of friction, it will impact the client experience. Let’s say your firm offers online communication and a portal to upload documents. If you end up asking the client to print and sign a contract, it will look like you’re a bit dated.

Why print, scan and send documents when you can send contracts with e-signatures?

Clients want convenience. 

You need to look at what technology they’re interacting with in your marketing efforts, when signing on as a client, while they’re utilizing your services, and even when they are offboarded. Your team also needs to use the right tech stack to boost productivity and efficiency, which leads to better client experience.

Ideally, you’ll review your tech stack annually because behaviors change, and expectations evolve, often growing higher.

For example, consider the client experience around tax organizers. Firms often struggle during tax season because clients do not complete tax organizers. Your team will spend excessive time contacting the client and filling in the “blanks” in the information the client sends over.

Low completion rates are often due to tax organizers being clunky, frustrating and time-consuming, and requiring clients to print documents

With the technology available today, your tax organizers shouldn’t ask clients to print and bring papers to the office. Integrating the right tech stack and software can streamline the entire experience and increase completion rates.

For example, StanfordTax’s personalized client questionnaires are designed to focus on the client experience by skipping over irrelevant questions. By integrating with your tax filing software, it can use prior-year data to determine what questions to ask and what questions aren’t necessary.

Even form reminders are sent automatically, alleviating many of the mundane tasks that accountants waste time on.

Your tech stack needs to simplify processes, reduce errors and hold clients accountable when working with your firm, all of which contribute to a better overall client experience.

Multiple areas of your tech stack may need to be improved, and once you’ve identified these weak links, you can pivot into client communication.

Communicate, communicate, communicate

Communication is often at the heart of client complaints. Clients can easily become frustrated if they don’t receive a timely response or their accountants don’t take a proactive approach to communication.

Having a clear policy can help create the ultimate client experience. Make sure your clients understand:

  • When they can expect a response (one business day, two business days, etc.), even if it’s just to let them know that you need more time. 
  • How often they will hear from you. Will you touch base every month, week or quarter?
  • Which channels you use to communicate. Will you touch base via email, in-person, Zoom calls, phone calls or some other way?

Communicate your policy during onboarding so that clients know what to expect right from the start. 

Request and utilize client feedback

To create an amazing client experience, you need to know what’s working, what’s not working and what clients want or need that you’re not delivering on.

The best way to get this information is to implement a feedback loop into your client workflow. 

Gathering feedback doesn’t have to be complicated. You can request it at a cadence that works for your firm and your deliverables. It could be monthly or even yearly after you complete their taxes.

The simplest way to request and gather feedback is through email. You may even want to include a net promoter score to track how clients feel about your firm.

Your feedback request can also include important questions, like:

  • How can we be most helpful to your business?
  • What’s going well in your business?
  • What’s not going so well in your business?

If you want to keep things simple, send a personalized message asking each client about their satisfaction with your services.

Requesting feedback is half the battle, but when you do get it, make sure that you put it to work and start improving your services.

Final thoughts

Creating the ultimate client experience will take time, effort and a solid plan, but it’s worth it. Happy clients stick around and may even send referrals your way. Great experiences can also lead to positive reviews from clients, which can bolster your reputation and help you attract more clients. 

Remember, 50% of consumers trust reviews as much as recommendations from family and friends, so make it a priority to deliver the best possible client experience using the tips above.

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Accounting

SEC’s Semiannual Reporting Proposal Faces Investor Pushback: What CFOs Need to Know

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U.S. Securities and Exchange Commission (SEC)

A proposal from the U.S. Securities and Exchange Commission to potentially shift some public companies away from quarterly financial reporting toward a semiannual model is drawing significant pushback from investors, even as it continues moving through the regulatory process. The debate has direct implications for corporate finance teams, auditors, and the broader transparency of U.S. capital markets.

What the SEC Proposed

According to a summary published by accounting advisory firm Cohen & Co., the SEC issued a proposed rule on May 19, 2026, aimed at simplifying financial reporting requirements for many U.S. public companies. The proposal would potentially reduce the frequency of certain mandatory disclosures from quarterly to semiannual, a structural change that has not been made to core U.S. reporting requirements in decades.

The proposal follows an extended debate within U.S. policy circles, with proponents arguing that reduced reporting frequency could lower compliance costs and free up management time for longer-term strategic planning rather than quarter-to-quarter results management.

Why Investors Are Pushing Back

Comment letters submitted in response to the proposal have been extensive, and according to Cohen & Co.’s review of the public record, investors “appear to be largely opposed” to the shift, viewing frequent interim reporting as a core benefit of U.S. capital markets relative to other jurisdictions.

Accounting and law firms have taken a more measured position, generally urging any changes to remain aligned with the Financial Accounting Standards Board (FASB), whose existing disclosure requirements and guidance are built around a quarterly reporting cadence. A shift to semiannual reporting without corresponding changes to FASB guidance could create friction between SEC filing requirements and GAAP-based disclosure expectations.

Lessons From the U.K. Experience

The debate is not without precedent. The United Kingdom moved away from mandatory quarterly reporting for listed companies in 2014, returning to a semiannual disclosure requirement. According to Cohen & Co.’s analysis, that experience offers a cautionary data point: there was no measurable increase in capital expenditure or R&D investment following the change, while analyst coverage of affected companies declined as reliable interim information became less available — a particular risk for smaller and newly public companies that rely on analyst coverage to maintain investor visibility.

Practical Implications for Finance Teams

Beyond the debate over disclosure philosophy, the proposal carries practical complications. Many companies have debt covenants and credit agreements structured around quarterly financial delivery; a shift to semiannual reporting could require renegotiating those terms. Reduced reporting frequency would also extend the “window of market silence” between disclosures, a factor that governance and investor-relations teams would need to manage carefully to avoid information asymmetry.

Separately, and unrelated to the reporting-frequency debate, the SEC and FASB have continued finalizing more routine updates this year. New Accounting Standards Updates are taking effect for December 31, 2026, fiscal year-ends covering income tax disclosures, credit loss measurement, induced debt conversions, and stock compensation, according to Eide Bailly’s review of 2026 ASU activity. Additional guidance on paid-in-kind dividends and environmental credits is also on the near-term horizon.

What to Watch Next

The semiannual reporting proposal remains in the comment and review phase, and no final rule has been adopted as of this writing. Finance leaders should monitor the SEC’s regulatory agenda for further movement, while treating the current quarterly reporting requirement as the operative standard until any final rule is issued and an effective date is set.

Given the extent of investor opposition documented in the comment file, a full shift to mandatory semiannual reporting appears more likely to result in either a scaled-back compromise or continued study rather than swift adoption — though the SEC’s ultimate direction remains uncertain.

 

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Accounting

AI-Driven Automation and Continuous Accounting Frameworks

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The accounting profession is undergoing a fundamental structural transition as enterprise finance departments shift from periodic month-end closes toward automated continuous accounting models. By integrating specialized machine learning algorithms directly into enterprise resource planning (ERP) platforms, chief accounting officers are transforming financial reporting from a retrospective exercise into a real-time operational asset.

The Shift from Periodic Close to Continuous Financial Reporting
Traditional accounting workflows heavily relied on manual data reconciliation, spreadsheet calculations, and multi-week closing cycles at the end of each fiscal period. In contrast, continuous accounting frameworks utilize automated software agents to process, validate, and post transactional data in real time as business activities occur.

Automated bank reconciliation tools cross-reference incoming bank feeds, invoice records, and purchase orders automatically. By resolving transactional variances instantly throughout the month, corporate accounting teams eliminate the traditional workload spikes associated with quarterly and annual closes.

Machine Learning in Audit Trails and Anomaly Detection
Advanced natural language processing (NLP) and machine learning tools are redefining internal audit and financial control environments. Automated systems analyze 100% of general ledger entries, identifying anomalous transactions, duplicate payments, and unauthorized journal entries in real time.

Rather than relying on random statistical sampling, corporate internal auditors can focus their attention on high-risk flags automatically surfaced by algorithmic monitoring platforms. This continuous risk assessment strengthens internal controls over financial reporting (ICFR) and significantly reduces fraud risk.

Evolving Roles for Accounting Professionals
As routine data entry and manual reconciliation tasks become fully automated, the skill set required for accounting professionals is shifting toward data analysis, system design, and strategic business advisory.
– Systems Governance: Accountants are increasingly responsible for monitoring algorithmic accuracy and managing data integration pipelines.
– Business Partnership: Finance professionals leverage real-time financial dashboards to advise operational leaders on margin management and working capital allocation.
– Regulatory Compliance Management: Accounting teams utilize automated platforms to ensure compliance with dynamic tax codes and international accounting standards.

Core Implementation Recommendations
1. Deploy Automated Reconciliation Tools: Integrate continuous transaction processing modules into existing enterprise ERP architectures.
2. Establish Algorithmic Governance Controls: Implement strict internal testing protocols to ensure automated accounting rules comply with GAAP/IFRS standards.
3. Reskill Accounting Teams: Invest in training finance staff on data analytics, workflow automation, and predictive financial modeling.

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Accounting

Global ESG Reporting Standards and Double Materiality Compliance

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Corporate accounting departments face expanding reporting expectations as international sustainability disclosure standards achieve regulatory enforcement across major global jurisdictions. Chief Accounting Officers (CAOs) and corporate controllers are establishing rigorous internal accounting controls to treat Environmental, Social, and Governance (ESG) metrics with the same data precision, auditability, and governance as traditional financial statements.

Regulatory Harmonization Under Global Sustainability Frameworks
The implementation of standardized sustainability reporting frameworks—notably rules established by international sustainability accounting boards—has created unified expectations for public and large private enterprises. Corporations must report standardized metrics covering greenhouse gas emissions (Scope 1, 2, and material Scope 3), energy utilization, workforce demographics, and supply chain governance.

In Europe and other participating international jurisdictions, double materiality principles are mandatory. Under double materiality, organizations must report both how external sustainability risks impact corporate financial performance, and how internal corporate operations affect surrounding environmental and social structures.

Integrating Sustainability Metrics into Core ERP Systems
To provide auditable non-financial data, enterprise organizations are integrating specialized carbon accounting and ESG management platforms directly into core ERP systems. Automated data collectors capture energy utility invoices, logistics fuel consumption metrics, and vendor compliance records in real time.

Establishing automated, traceable data pipelines ensures that non-financial reporting is supported by clear audit trails. This structured approach allows external financial auditors to provide reasonable assurance on sustainability disclosures during annual corporate reporting cycles.

Financial Impacts and Capital Market Disclosure
Accurate ESG reporting directly influences corporate cost of capital and institutional credit ratings. Commercial lenders and institutional asset managers systematically incorporate sustainability metrics into risk pricing models. Companies that demonstrate transparent, verifiable progress in operational energy efficiency and climate risk mitigation benefit from expanded access to green bond markets and lower debt pricing.

Action Steps for Accounting Leadership
1. Implement Double Materiality Frameworks: Conduct comprehensive assessments to identify material financial and operational sustainability metrics.
2. Build Auditable Non-Financial Data Pipelines: Automate ESG data collection within core accounting software to ensure data integrity.
3. Align Sustainability with Annual Financial Filings: Prepare non-financial disclosures concurrently with financial statements to satisfy regulatory audit expectations.

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