11. Five Ways to Optimize the Client Experience
BY
Steve Glaveski
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In a world where we can do so many things with the touch of a button or a simple voice command - get directions, play music, order a private car, order our favorite meal, set the temperature in our bedroom while we’re at the gym, and a whole lot more, people’s expectations of great customer experience has shifted.
In a world where we can do so many things with the touch of a button or a simple voice command - get directions, play music, order a private car, order our favorite meal, set the temperature in our bedroom while we’re at the gym, and a whole lot more, people’s expectations of great customer experience has shifted.
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about the author
Steve Glaveski is a Harvard Business Review contributor on all things high-performance at work. He is the author of Employee to Entrepreneur (Wiley, 2019), and co-founder of Collective Campus, the boutique consultancy behind NewLaw Academy that has generated millions of dollars selling discretionary services to many of the biggest organizations in the world - without the benefit of an established brand,pre-existing relationships, a corporate card, or a large team. Steve previously consulted to the likes of King & Wood Mallesons, Mills Oakley, and Cornwalls, and worked in consulting for EY and KPMG.
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