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How to Radically Improve Customer Service for Business Growth

improve customer experience

Rich is a human-centered designer who has a passionate belief that great customer experiences are predicated on great people experiences. He has over 20 years of experience in HR, customer service, and human-centered design in the banking and telco industries. Rich currently is the head of client and people experiences at LegalVision, Australia’s fastest-growing law firm.

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What you’ll discover in this episode:

  • How to address the key challenges most businesses face in improving their customer experience:
  • How to change mindsets within the company.
  • Why great employee experiences are critical to great customer experiences and how to really understand the customer experience.
  • How to improve the employee experience within the business so it positively improves customer experience.
  • What metrics a business should focus on to radically improve customer experience.
  • What is the driving force behind the push to improve customer experience (CX) and people experience (PX) at LegalVision
  • Is improving customer experience and people experience just a long term play or can you get quick wins
  • How to elicit the real emotions of what people are feeling as you conduct contextual research
  • What journey mapping looks like and how it helps with improving customer experience
  • How frequently you should conduct journey mapping
  • How to measure employee engagement experiences
  • What metrics to use to measure customer experience
  • How the correlation between CX and PX impacts predictable business success and buyer enablement
  • How often you need to measure customer engagement scores
  • How often you need to measure employee engagement

Related links and resources

  • Connect with Rich via LinkedIn
  • LegalVision
  • Culture Amp

Author

  • Vinay Koshy
    Vinay Koshy

    Vinay Koshy is the Founder at Sproutworth who helps businesses expand their influence and sales through empathetic content that converts.

    View all posts

Category: Customer experience, Employee experience
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  1. How to Create a Successful B2B Podcast That Drives Business Growth says:
    October 14, 2019 at 1:13 pm

    […] How to radically improve customer service for business growth featuring Rich […]

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