Improving the Customer Experience With the Right Processes

Last Updated on May 4, 2022 by Owen McGab Enaohwo

A great customer experience builds trust and loyalty for long-term engagement.

As the chief operating officer at Zenefits, a workflow software, Isaac Vaughn implemented processes to continuously improve the customer experience for maximum satisfaction.

Isaac Vaughn is the guest in this episode of the Process Breakdown Podcast. He speaks with host Chad Franzen about how businesses can succeed by prioritizing the customer experience.

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Key Resource List 

SweetProcess — Sign up for a 14-day free trial. No credit card is required.

Zenefits

LinkedIn Isaac Vaughn

Show Notes 

[0:26] Intro     

* Chad Franzen mentions some of the past guests who have been on the show including David Allen of Getting Things Done and Michael Gerber of the E-Myth.  * Chad Franzen introduces SweetProcess, a workflow tool that helps businesses to streamline their operations even in life-or-death situations.     * SweetProcess offers a 14-day free trial without a credit card.   

[1:22] Chad Franzen introduces the guest, Isaac Vaughn. 

[1:53] What was Isaac’s role as COO at Zenefits?

* Isaac was responsible for about 300 employees, and he had direct reports across the customer experience.* Due to his previous background as a partner in a law firm, all the organization’s legal functions reported directly to him.* He also led Zenefit’s corporate and business development efforts.

[2:50] Isaac gives an overview of Zenefits.

* Zenefits is a human capital management, payroll, and benefits administration single code and cloud-based workflow software. It serves small- and medium-sized businesses, especially in the United States.* The organization provides a similar onboarding experience for U.S.-based companies with employees located outside the U.S., principally in Europe, as it relates to Zenefits.

[4:06] Isaac sheds more light on his day-to-day activities as COO at Zenefits.

* Isaac supervised the various operations of the company including routing inbound service requests and right-sizing relationships with business partners.

[5:44] How valuable is the customer experience?

* One way to stand out in your industry is to offer a unique and satisfying customer experience.* If you can’t create a customer experience that breeds loyalty and drives long-term relationships, it’s a deal-breaker.