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By Vinay Koshy 1 Comment

How to radically improve customer service for business growth

How to radically improve customer service for business growth
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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.

About this episode

In this episode Rich shares 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.

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What you’ll discover in this episode:

  • 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.

Resources

  • Connect with Rich via LinkedIn
  • LegalVision
  • Culture Amp
  • Author
  • Recent Posts
Vinay Koshy
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Vinay Koshy
Founder at Sproutworth
Vinay Koshy is the Founder at Sproutworth. Get in touch to schedule a one-on-one chat and discuss how we can help you build your influence and boost sales, without burning out or spending your whole budget.
Vinay Koshy
Follow me
Latest posts by Vinay Koshy (see all)
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Filed Under: Customer experience, Employee experience, Podcast Tagged With: customer experience, people experience

About Vinay Koshy

Vinay Koshy is the Founder at Sproutworth. Get in touch to schedule a one-on-one chat and discuss how we can help you build your influence and boost sales, without burning out or spending your whole budget.

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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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  • 5 Essential Steps to Managing a Project Successfully in Asana
  • Sustained Competitive Advantage: 9 Simple Elements to Deliver Long Term Business Growth
  • 9 Proven Ways to Create a Successful Customer-Driven Marketing Strategy
  • What is B2B Sales and How to Create a Successful Sales Process
  • 10 Critical Functions of Sales Management That Drive Business Growth

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