Episode 215:

Welcome to episode 215 of the Grow Your Law Firm podcast, hosted by Ken Hardison. In this episode, Ken speaks with Andrea Belk Olson, a distinguished professional in customer experience improvement and founder of Pragmatic, a company committed to enhancing customer experience across various businesses. She shares her expertise through her Customer Mission podcast, Harvard Business Review, and other platforms. Olson’s perspective on improving customer experience is shaped by her belief in the universality of a great customer experience, regardless of the industry.

Trained as a behavioral scientist, differentiation strategist, and customer-centricity expert, she teaches executives the art and science of strategic differentiation through understanding customer and organizational behavior.

Andrea is the author of What to Ask: How to Learn What Customers Need but Don’t Tell You and an ongoing contributor to multiple major publications, including Harvard Business Review, Entrepreneur Magazine, INC., Chief Executive Magazine, and Rotman Business Magazine (University of Toronto). She is also literally a world traveler, having worked in over 12 different countries throughout her early career. Andrea also serves as an instructor for the University of Iowa Venture School and a Business Coach for the Tippie College of Business Startup Incubator.

What you’ll learn about in this episode:
Direct Interaction is Essential for Understanding Customer Needs:
  • Engaging in conversations beyond generic surveys
  • Gaining insights into client frustrations, fears, and expectations
Improving Customer Experience in the Legal Industry Requires Innovation:
  • Addressing slow processes and communication gaps
  • Utilizing tools, communication, and technology for better client satisfaction
A Client-Centric Culture is Crucial for a Positive Customer Experience:
  • Importance of employee behavior and conversations in shaping customer perception
  • The organization must prioritize client needs and experiences
Overcoming Fear of Direct Customer Engagement is Necessary:
  • The challenge of moving beyond generic feedback mechanisms
  • The importance of true understanding through direct dialogue
Measuring Client Satisfaction Goes Beyond High-Level Metrics:
  • The limitations of scorecard metrics in providing actionable insights
  • The focus on specific aspects of client experience for real improvements
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