The Year of The Experience

By Wesley Middleton

​It is about the Experience. How do your customers, clients, employees and the public experience your service or product, the delivery of that service or product and the overall brand experience? Measuring and improving upon those different experience opportunities is a goal we have set for ourselves.

This is the year. The year that formalizes the laser focus of our firm. The Experience. Not only will our firm retreat this summer seek to further explore, define and develop the experience we will codify the steps and processes for The Experience.

Three distinct areas that we will focus on, clients, employees and the public. We kicked this off at our 2017 Firm Rollout by announcing new job titles and a clearer role definition.

We started by asking our Employee Relationship Manager Amanda Shook to expand her role to not only cover the compliance and benefits but to focus on how employees Experience MRZ. How do we improve it? How is our experience defined? As part of that challenge, we changed Amanda's title to Employee Experience Officer. This role will be a part of our executive team and isn't just a "cuter" title; it fits into our #MRZwhy strategy for 2017. All things MRZ Employee Experience related is now under Amanda's very capable leadership.

Another focus of our firm has been led by our Marketing Director Catherine Seitz. Marketing is so broad and so often misunderstood that it doesn't seem to really define what happens at MRZ and what Catherine does. After much deliberation on how to tie this role better into our firm strategy, Brand Experience Officer was the unanimous choice. Her role? To examine, improve and lead how the public, our clients and our employees Experience our brand. Of course the primary opportunity is our website but it isn't just that Everything we do, we brand From internal culture to the client meet ups and overall communication. Everything Catherine does will have a laser focus on the Brand Experience.
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Client Service. What does it really mean? For us, it is revolutionary After implementing our CRM model and experiencing the success that has come with that, we wanted to take it a step further and we did so by creating a Client Experience Officer role that will focus on and improve the way in which Clients experience MRZ. We welcome CRM Kevynn Brewer to this newly formed role. Kevynn has a keen sense of how clients should be treated and we are excited to have her take this role and lead our Client Experience Team to new heights
These three dynamic roles are now a role with purpose. The titles are there to remind them and everyone around them their Why and Purpose. What an incredible team to lead the Year of The Experience. #MRZwhy #MRZCULTure.

Wesley Middleton is the managing partner at MRZ LLP, a Houston, Texas-based accounting firm voted Best Place to Work by the Houston Business Journal. Wesley is the author of Violent Leadership (Forbes Books, 2017) and is represented by PumpJack Speakers Bureau. To book Wesley for your event, email Wesley.Middleton@PumpJack.me or click here.