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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If your technology is outdated or causes any level of friction, it will impact the client experience.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

Continuous Auditing Transforms Corporate ERPs

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continuous auditing transforms corporate erps

As corporate accounting departments cross the threshold into late July 2026, the adoption of continuous, automated auditing systems has reached a definitive turning point. Driven by advances in artificial intelligence and deep integration with modern Enterprise Resource Planning (ERP) platforms, leading finance organizations are moving away from traditional, periodic post-hoc audits in favor of real-time, 100% transactional verification. This technological transition is redefining internal control environments, reducing compliance costs, and eliminating the structural delays inherent in legacy quarterly closing processes.

Unlike traditional auditing frameworks that rely on statistical sampling—a process that inevitably leaves operational blind spots—continuous auditing software monitors operational data feeds continuously. Every purchase order, electronic invoice, payroll disbursement, and cross-border wire transfer is automatically cross-referenced against established corporate governance parameters, regulatory tax schedules, and anti-fraud algorithms in real time. Anomalies or unauthorized ledger entries are flagged instantly, allowing internal audit teams to investigate and remediate compliance gaps immediately rather than months after the close of a financial period.

The implications for executive financial management are far-reaching. By embedding continuous verification directly into daily transaction workflows, chief financial officers gain uninterrupted visibility into the organization’s true financial standing. Real-time balance sheet auditing eliminates the severe operational bottlenecks associated with month-end and quarter-end financial reconciliations, freeing accounting professionals to focus on strategic financial modeling, tax planning, and capital allocation rather than manual data entry and spreadsheet consolidation.

However, implementing continuous auditing requires accounting leadership to invest heavily in data governance and technical upskilling. Internal audit teams must evolve from manual ledger reviewers into system architects capable of auditing complex algorithms and validating automated data pipelines. Accounting firms and corporate controllers that master continuous auditing will establish a resilient compliance framework capable of meeting stringent international regulatory standards with total transparency.

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Accounting

U.S. Imposes New 50% Tariffs on Canadian Imports Under Rare Legal Provision

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U.S. Imposes New 50% Tariffs on Canadian Imports Under Rare Legal Provision

WASHINGTON — In a major escalation of cross-border trade friction, U.S. President Donald Trump has signed executive orders imposing new 50% tariffs on a wide selection of Canadian exports, citing discriminatory practices by Ottawa targeting American auto, dairy, and beverage industries.

The new duties, announced Monday, will take effect in 30 days. They target a broad spectrum of consumer and industrial goods—ranging from wine, liquor, and milk products to commercial cement, furniture, clothing, and hockey equipment.

Untested Legal Mechanism

To enact the sweeping measures, the administration invoked Section 338 of the Tariff Act of 1930—a rarely used legal provision allowing the executive branch to levy additional tariffs of up to 50% on foreign nations deemed to discriminate against U.S. commerce.

White House officials noted that Section 338 addresses trade discrimination rather than national security or economic emergencies. The move comes months after prior global emergency tariffs faced legal challenges in domestic courts, signaling Washington’s pivot toward alternate statutory authorities to maintain import duties.

Senior administration officials briefed reporters that the measure directly responds to Canadian provincial bans on U.S. alcohol, restrictions on American vehicle exports, and import quota disparities affecting U.S. dairy and cheese producers relative to third-party trading partners.

“While the administration continues to secure reciprocal trade agreements globally, Canada retaliated against efforts to protect domestic industry,” U.S. Trade Representative Jamieson Greer stated.

USMCA Impact and Carve-Outs

Significantly, the newly ordered 50% duties will apply to designated items even if they otherwise comply with the United States-Mexico-Canada Agreement (USMCA).

However, the administration confirmed key targeted exemptions:

  • Energy products (including oil and natural gas)
  • Potash and critical minerals
  • Fish and seafood
  • Goods already governed by sector-specific duties (such as existing steel and aluminum tariffs)

Administration representatives emphasized that the tariffs do not stem from recent disputes concerning drifting Canadian wildfire smoke, noting that policy options regarding environmental spillover remain under separate review.

Canadian Response and Market Reaction

Following the White House announcement, the Canadian dollar experienced a sharp decline against the U.S. dollar, falling approximately 0.4% during evening trading.

Canadian Prime Minister Mark Carney issued a statement emphasizing that Canada’s earlier counter-duties had merely matched previous U.S. trade actions. “Canada stands ready to engage intensively to address outstanding issues with the U.S. to the mutual benefit of our citizens,” Carney stated, pointing to detailed proposals Ottawa submitted to modernize the USMCA framework.

Ontario Premier Doug Ford took a firmer stance, urging a “dollar-for-dollar” reciprocal response if the measures go into effect on August 19.

With a 30-day implementation window before the duties officially lock in, industry associations and trade groups on both sides of the border are calling for urgent bilateral negotiations to avert further supply chain disruption across North America.

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Accounting

Automated Continuous Auditing: Transforming Compliance and Real-Time Financial Oversight

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Transforming Compliance and Real-Time Financial Oversight

The traditional accounting paradigm—defined by periodic monthly closures and post-hoc annual audits—is rapidly giving way to continuous, automated financial oversight. As of July 2026, forward-thinking accounting practices and multinational corporate finance departments are leveraging continuous auditing systems powered by advanced machine learning models. These systems monitor operational transactions in real time, shifting audit methodologies from sample-based post-analysis to absolute, 100% transaction-level verification.

The operational advantages of continuous auditing are transformative. Standard auditing procedures historically relied on statistical sampling, which, despite rigorous methodology, inherently left gaps where anomalies or fraudulent transactions could go undetected for months. Modern continuous auditing platforms integrate directly with enterprise resource planning (ERP) databases, instantly cross-referencing purchase orders, invoices, bank feeds, and tax records. Any deviation from established control parameters or unusual transaction behavior triggers immediate flags for internal audit teams, dramatically reducing detection lag from quarters to seconds.

Beyond fraud prevention, continuous auditing fundamentally alters internal reporting and decision-making. Executive leadership no longer has to wait weeks after the close of a quarter to evaluate precise financial standing; real-time verified ledger data provides an uninterrupted view of operating margins, tax liabilities, and cash flow dynamics. This real-time visibility enables corporate controllers to adjust capital allocation strategies dynamically, mitigating liquidity constraints and capitalizing on emerging commercial opportunities far more efficiently than competitors bound to legacy reporting cycles.

However, implementing continuous auditing requires accounting professionals to acquire new analytical capabilities. The role of the auditor is evolving from manual data reconciliation toward system validation, algorithmic model governance, and strategic risk interpretation. Accounting firms and corporate finance departments must invest in continuous technical education, ensuring that audit staff possess the data engineering skills necessary to design, maintain, and evaluate complex automated compliance systems.

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