ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Do not take any shortcuts and make sure you know what you’re talking about.

Blog 109

Blog Customer Experience Article Document 109

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? How well do your customers understand what your support explains to them? Accuracy is a baseline.

Blog 106

Blog Effort Score Interaction Article 106

Inbenta

NOVEMBER 3, 2022

In the age of digital customer experience, customers expect fast and convenient interactions. In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. What is a Healthcare Chatbot? Million in 2021 and is projected to reach USD 943.64

Healthcare 96

Healthcare 2022 2030 Hospitality 96

Experience Investigators by 360Connext

DECEMBER 4, 2014

The healthcare industry in the United States is very focused on patient experience right now. At least, that’s what they’ll tell you. They tell you this because after being treated for anything from a paper cut to a heart condition, the patient is likely to receive a survey. But healthcare is an ecosystem.

Healthcare 234

Healthcare Hospitality Social Media Insurance 234

SurveySparrow

AUGUST 14, 2023

Picture this scenario: A patient walks into a healthcare facility, not merely seeking medical attention but yearning for empathy, efficient communication, and a seamless experience from start to finish. They understand the emotional and physical challenges patients may be facing and provide support and comfort. Let’s explore!

Healthcare 52

Healthcare Customer Experience Books Feedback 52

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. When you ask people what is important, they will give you obvious, easy-to-justify things, but these aren’t the real reasons they buy—or don’t. However, many things we experience don’t have that level repetition.

Net Promoter Score 151

Net Promoter Score Hospitality Consulting Retail 151

Beyond Philosophy

JUNE 27, 2019

Were you just browsing, or was there something about the user experience that made you hesitate? This is not unusual—our research shows that more than 50 percent of a customer’s experience is based on emotions. To Improve the Digital Experience, You Can’t Ignore Emotions. Designing and Evaluating a Digital Experience.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. Take a look behind the curtain.

Customer Experience 133

Customer Experience CEM Download Books 133

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

BirdEye

OCTOBER 26, 2022

Scheduling appointments can be a stressful experience for patients. In this blog, we’ll talk about the benefits of a medical appointment scheduler and how to decide which one will improve patient care at your practice the most. Table of contents What is a medical appointment scheduler?

Multi-Channel 97

Multi-Channel Books Healthcare Communication 97

Customer Bliss

JULY 23, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Globally, 56% of respondents in Microsoft’s State of Global Customer Service Report have actually ceased doing business with the brand because of poor service experiences.

Healthcare 173

Healthcare Chief Customer Officer Travel 2019 173

Beyond Philosophy

FEBRUARY 10, 2020

Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade. We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1]. The results showed the mantra in business today is growth.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

Customer Bliss

JULY 16, 2019

As a patient, we want health care to put us back together again when we’re just not right, to give us peace, to be cared for, with our dignity intact. The existing hospital gown can impact a patient’s health. Patients suffer from vulnerability, which may impede getting better and that gown contributes to vulnerability.

Hospitality 143

Hospitality Books 2019 Customers 143

Alida

MAY 18, 2017

Value-based care is more than a buzz term in health care today—it’s a mandate that has now become a baseline expectation for both patients and regulators. These five tips can help health care organizations add more value to the experience patients can expect at the provider’s clinic or facility. Improve patient engagement.

Social Media 133

Social Media Retail Healthcare Insights 133

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Before you start making changes to your experience to make it more convenient for customers, please make these considerations: 1. The challenge with convenience is not the what, but typically the how. Every step of the customer experience is focused on convenience for the customer. The following is a Best of 360Connext post.

Banking 282

Banking Loyalty Retail Social Media 282

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? How well do your customers understand what your support explains to them? Accuracy is a baseline.

Blog 67

Blog Effort Score Customers Interaction 67

Steve DiGioia

MAY 29, 2023

But does the look of the business matter and can the visual appeal boost the customer experience? Here’s what I mean… The Power of Visual Appeal Many years ago, some themed restaurants like Fridays, for example, thought it was cool to hang all kinds of assorted “junk” on their walls. Will these items enhance the overall experience?

Customer Experience 64

Customer Experience Sports Blog Customers 64

Customer Bliss

MARCH 5, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Often, what sets apart the companies that we love is that they obsess over how customers feel in certain situations. Read more articles about Danny Meyer and Zappos here on my blog.].

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Customer Bliss

NOVEMBER 26, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. That’s what happened to Michelle Chaffey during a recent hotel stay. Employees need to feel it, experience it, and receive it themselves. You matter. Start with employees.

Hospitality 254

Hospitality Chief Customer Officer Hotels Healthcare 254

PeopleMetrics

APRIL 15, 2021

In this session, we review 9 key differences between transactional and relationship surveys, share example survey questions, and explain how to use both types of surveys to measure, manage and improve customer experience. Discover our award-winning Customer Experience (CX) blog: [link]. The best VoC programs use both.

Net Promoter Score 118

Net Promoter Score Download Voice of Customer Books 118

BirdEye

NOVEMBER 10, 2023

Imagine a bustling mental health practice where patient demand is high. Prospective patients turn to online searches and reviews for the care they need. The blog post explores how Genesis Counseling Center harnessed the capabilities of Birdeye. A remarkable transformation in how they communicate and connect with their patients.

Communication 59

Communication 2023 Customers Insurance 59

PeopleMetrics

OCTOBER 19, 2021

session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives results in your customer feedback program. Discover our award-winning Customer Experience (C X) blog: [link].

Feedback 118

Feedback CEM E-support Download 118

Experience Investigators by 360Connext

JULY 31, 2015

This is the story of what’s wrong with how patients are […]. The post A Shot in the Arm for the No Good Healthcare Experience appeared first on Customer Experience Consulting. I’m happy to report there is nothing wrong.) But this is not the story of the actual medical diagnosis.

Healthcare 304

Healthcare Reference Consulting Customer Experience 304

BirdEye

NOVEMBER 9, 2022

In this blog, we’ll explore some of the ways that appointment scheduling services can make your life easier. Table of contents What are appointment scheduling services? What are appointment scheduling services? Better customer experience. Appointment scheduling services should always offer online booking.

Books 98

Books Social Media Insurance Demo 98

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. However, what people say and what people do are different. For example, a few years ago Disney asked people what they would change about the food at their parks. Irrationality and data don’t mix.

Insights 126

Insights Hospitality Books Consulting 126

Experience Investigators by 360Connext

APRIL 2, 2015

Tom was nice enough to discuss what digitally powered marketing means today, and how wrong many people are getting it. Tom was nice enough to discuss what digitally powered marketing means today, and how wrong many people are getting it. Prospects can literally block you, so it’s imperative to be patient! We’re Still People.

Sales 216

Sales Marketing Social Media Books 216

One Millimeter Mindset

JANUARY 18, 2023

You read this blog because you crave the collaborative magic which happens every time you and I move one millimeter beyond the professional barriers you create for yourself by living in a constant state of Professional Pause. You may be surprised by the breadth and depth of what you see, hear, feel, and experience.

Consulting 93

Consulting Innovation Leadership Blog 93

BirdEye

OCTOBER 16, 2023

In this blog, we’ve shared the 3 *not-so-secret* strategies you can use to boost your SEO reputation management. Table of contents What is SEO reputation management? SEO reputation management is equal to your business having a positive online presence, especially on the first page of SERPs. How do you do SEO reputation management?

Management 110

Management Demo Brands Consumers 110

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. However, if that happens, I worry Customer Experience as a movement will die.

Net Promoter Score 156

Net Promoter Score Customer Experience Hospitality Consulting 156

Beyond Philosophy

MARCH 10, 2015

More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones. What should you do when this happens? Explain what happened. If possible and appropriate, so what you can do to make it right. Apologize in person.

CEM 142

CEM Books Customer Retention Customer Experience Management 142

BirdEye

OCTOBER 24, 2023

Online reputation management is a cornerstone for agencies trying to build trust and attract more patients in today’s digital landscape. By automating internal processes, you can enhance your online presence and improve patient satisfaction without draining valuable time or resources. We are thrilled to have you join us today.

Healthcare 59

Healthcare Hospitality Consulting Retail 59

Doing CX Right

SEPTEMBER 19, 2020

We dive deep into using emotional intelligence to have great experiences. It isn’t what you expected. Clearly you are unhappy—or, really, irate—so, what do you do? Know what you want. Define what you want and the questions you have in advance while staying open to possibilities. Who owns customer service?

Customer Service 126

Customer Service Social Media Blog Customers 126

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explore the importance of the reputation management industry and provide an in-depth analysis of the sectors where reputation management is a must for success. Table of contents What are the benefits of reputation management? This is called social proof.

Management 59

Management E Commerce Healthcare Hospitality 59

PeopleMetrics

JANUARY 19, 2018

Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better drugs. The pharmaceutical industry serves a customer base made up of people with one common, pressing concern - the patient.

Customer Centricity 93

Customer Centricity Healthcare Customer Experience Multi-Channel 93

CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. How does Vanderbilt design a patient experience capable of so much? I will quickly relay my personal experience with Vanderbilt Children's Hospital before isolating the key lessons in CX design…. How amazing is that! Who is your key stakeholder?

Hospitality 140

Hospitality Presentation Customer Journey Innovation 140

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Loyalty 151

Loyalty Sports Consulting Webinar 151