22. Thinking Beyond the Client Journey
Five Star Counsel Podcast
English - March 04, 2021 11:30 - 23 minutes - 43.3 MB - ★★★★★ - 23 ratingsEntrepreneurship Business Education How To bestpractices cle entrepreneur estateplanning legalnews tax attorney clientservice customerservice estatelaw Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: 21. Writing-Tech as a Service Failsafe w/ Ivy Grey
Next Episode: 23. Management Secrets to Serve Your Staff w/ Matt Ludt
Great service requires more than just focusing on the end journey of your client. Yes, seeing your service delivery through the client's eyes is very useful, but it's not the end-all-be-all for analyzing your service and operationalizing efficiency. You must be thinking about every touchpoint along the way - people, places, process - and optimizing those as well. You have to think 'behind the scenes' about all the mechanisms that feed your overall service delivery.