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Are You Listening To Your Clients?


by Hugh Duffy


We all think we listen to our clients, but do we? In this episode of Accounting Marketing Doesn't Suck, host Hugh Duffy talks with Mitch Reno, director of client experience at Rehmann about his firm's road to focusing on the client experience and why listening intently really matters. Since joining the firm in 2001, Rehmann's revenues have more than quadrupled and are projected to be $158 million in 2019. Tune in to learn how the firm's marketing and business development functions have evolved, how customer feedback has impacted their strategies and operations and the four central ideas the entire firm is trained in regarding client experience (hint, it has to do with providing a multi-touch, multi-functional model of connectedness). Join us!

Guest Bio

Mitch Reno is a principal and the director of client experience for Rehmann. He is based in the Naples, Florida office. He is responsible for the direction of the firm's corporate service strategy focused on driving retention, loyalty and satisfaction. Mitch also works closely with firm leadership on firm-wide strategy and growth initiatives. Mitch brings more than 15 years of strategic planning, marketing, client loyalty, sales management, advertising, public relations and communications experience with him to his role. Mitch's career began at the Frankenmuth Chamber of Commerce/Convention and Visitors Bureau as sales manager and magazine editor. For eight years, he worked as marketing and advertising manager at Amigo Mobility International, Inc., a manufacturer and international distributor of home health care equipment. Mitch worked for Michigan Sugar Company, a subsidiary of Imperial Sugar Company, as manager of corporate communications, directing internal and external brand strategy as well as communication and promotional programs. In 2006, Mitch was named Accounting Marketer of the Year by the CPA Practice Management Forum and the Association of Accounting Marketing. In addition, his teams have been recognized with more than a dozen national awards for marketing, branding and promotional programming.

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Hugh Duffy, BYF CEO and Co-Founder

Hugh is the consummate marketing coach for accountants and takes pride in the impact that it has on their practice, and lives. Hugh has more than thirty years of marketing experience. Since 2003, he has been teaching accountants on how to improve their marketing and make more money from their accounting practice.