THE POWER OF THE RSM EXPERIENCE
Delivering the power of being understood to our clients, colleagues and communities
Long-term relationships are built on delivering the power of being understood. The promise we make to clients is that they can expect to experience the best of RSM—so they can achieve their best. This is what our clients seek from their first-choice advisors.
Continuous improvement through feedback
Every year we focus on improving the RSM Experience. As part of that process, RSM developed its proprietary client experience measurement system, an integrated methodology that systematically solicits client feedback and identifies where we can make improvements across the firm. Its purpose is to keep the focus on clients and what is important to them.
This past year, we completed our triennial loyalty tracking study, which RSM Canada participated in for the first time. The information we gathered from this study, as well as from our post-engagement surveys and voice-of-the-client interviews, helped form and continues to enhance the value we deliver to our clients on a continuous basis.
For our own professionals, we gathered feedback through an innovative, virtual focus group platform, in addition to our biennial engagement survey. These tools help us understand the experience of RSM colleagues, professionals and employees—what's working well and where we should continue to improve. The virtual focus group platform enabled us to:
Hear from more professionals across multiple locations and workforce segments, simultaneously
Gather a mix of quantitative and qualitative feedback quickly
Enable participants to build off each other’s responses in real time
We are using that data now to inform our talent strategies for fiscal 2021 and beyond.
Empowering our people to be first-choice advisors
The value we deliver to our clients grows through the development of our people. Our learning and development team has identified various educational, experiential and environmental opportunities to help our people become better advisors throughout their careers—enabling them to deliver a unique and flexible approach to meeting our clients’ needs.
In order to continuously improve how we deliver the best client experience, the firm is also exploring how to further embed our 5 C’s, the characteristics of a first-choice advisor, deeper into our culture. We believe these five key characteristics—caring, curious, collaborative, courageous and critical thinking—make up the essential core of our culture and our ability to successfully deliver the power of being understood. RSM identified these characteristics based on years of research on effective advisors, what differentiates our firm, and how clients and people want to experience us. Not only are they core to our brand promise, they support us in demonstrating our values and are key to being successful leaders in all aspects of life. At RSM, we cultivate the 5 C’s throughout an individual’s entire career to encourage them to be not just a great client server and a great leader, but also a great person.
Act on our understanding
One way we work to support our people, both personally and professionally, is through coaching and providing opportunities for learning. In fiscal 2020, we debuted a repeatable model for on-the-job training that reinforces the important skills our people, especially new hires, learn in formal training settings with repetition in engagements. On-the-job training, coupled with our comprehensive on-demand and live educational offerings, enables employees to grow their skills, add value to their clients and teams, and see opportunities for advancement in their careers.
By demonstrating the 5 C’s, we aim to deliver the power of being understood in every interaction to help others move forward with confidence. With our clients, we focus on understanding their business, their industry issues and needs. With our people, we focus on understanding both their personal goals and professional aspirations. This emphasis on understanding enables us to provide tailored knowledge and insights to our clients while offering personalized development resources and support to our people, driving forward our vision to be the first-choice advisor to middle market leaders globally.