Talkdesk

NOVEMBER 24, 2020

The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics. However, 96% percent of patient complaints are related to customer service and administrative issues, while only 4% are about the quality of clinical care or misdiagnoses.

Consumers 101

Consumers Healthcare Contact Center Call Center 101

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Or maybe it is because the quality of our posts is always improving and we share more regularly.

Customer Centricity 71

Customer Centricity Article 2020 Hospitality 71

Alida

AUGUST 27, 2018

In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. Improving patient experience is an investment worth making. Hospitals with “excellent” patient ratings see a net margin of 4.7%, on average, compared to just 1.8%

Hospitality 95

Hospitality Retail Leadership Measurement 95

CSM Magazine

MAY 15, 2023

Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. This blog discusses six ways to improve customer experience in healthcare.

Healthcare 52

Healthcare Customer Experience Hospitality Loyalty 52

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 62

Customer Centricity 2020 Hospitality Article 62

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.

Hospitality 87

Hospitality Hotels Social Media Innovation 87

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

2020 105

2020 Article Customer Service Hospitality 105

Customer Guru

JANUARY 16, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations.

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. The world and the market had changed!

E Commerce 200

E Commerce Airlines Hospitality Travel 200

Happy or Not

DECEMBER 27, 2023

To truly understand customer satisfaction, it’s crucial to have a strategic approach that enables you to gain insight into their experiences. Measuring customer sentiment and providing detailed insights into specific data that shape these sentiments is essential in today’s highly competitive market.

Customer Satisfaction 36

Customer Satisfaction Transportation Feedback Loyalty 36

SurveySensum

JUNE 15, 2023

Did you know that a whopping 75% of customers consider customer service as a key factor in their purchase decisions? It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. But how do you calculate this magical CSAT score?

Insights 52

Insights Customer Satisfaction Feedback Telecommunications 52

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! I remind my clients that exceptional customer service examples can come from anywhere! But think again. Background.

Healthcare 81

Healthcare Consumers Customer Service Hospitality 81

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Happy or Not

DECEMBER 21, 2023

This tool goes beyond the surface, allowing you to decode timely trends in customer feedback. The visually intuitive grid elegantly displays feedback distribution, highlighting the best and worst performing times based on the satisfaction index and the volume of responses collected. What are HappyOrNot time patterns?

Customer Satisfaction 36

Customer Satisfaction Travel Retail Customer Centricity 36

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 103

ROI Customer Experience NPS Financial 103

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Travel 59

Travel Hotels Social Media Healthcare 59

Qualtrics

JULY 9, 2019

Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an afterthought on the periphery of healthcare strategy. Also in 2008, only 9 percent of non-federal acute care hospitals had adopted a basic Electronic Health Records (EHR).

Healthcare 33

Healthcare 2008 Hospitality 2007 33

Clarabridge

OCTOBER 23, 2015

Companies no longer control the terms of engagement with customers for customer service. It’s the customer who determines when and how they reach out to a brand. You probably already noticed that the quality of customer service varies greatly by industry. Telecoms are in high demand of social customer service.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

Happy or Not

NOVEMBER 1, 2023

In a world driven by customer-centricity, understanding and measuring customer satisfaction have become paramount for businesses aiming to thrive and grow. And how can you choose the right metrics to capture the essence of your customers’ experiences? What is the Happy Index? What is the Happy Index?

Net Promoter Score 36

Net Promoter Score NPS Customer Satisfaction Loyalty 36

SurveySparrow

JUNE 20, 2023

One element stands out as a game-changer in the fast-paced corporate world where there is fierce competition and constantly changing customer expectations: the customer service experience. It’s the magic element that can turn a one-time customer into an avid advocate of the brand. What is Customer Service Experience?

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

Customer Guru

JUNE 29, 2018

We, at Customer Guru, reckon that customer experience (CX) has become the key differentiator in the success and growth of any business. Raj and Vivek talk about the importance of customer experience in healthcare and how it is changing the healthcare industry. We’d be more than happy to help! So, thank you for that.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more.

Customer Journey 70

Customer Journey Insights NPS Banking 70

CSM Magazine

APRIL 9, 2019

This system was designed as a way for employees to provide feedback on each other, in hopes of improving employee culture, productivity, and increasing the amount of engaged employees. Some customers’ credit scores were even impacted. While some incentive programs can improve employee engagement, this did the opposite.

Engagement 40

Engagement Hospitality 2011 Healthcare 40

COPC

FEBRUARY 22, 2019

Despite the fact that virtually every organization in existence has an entire department dedicated to customer care, the global community of customer care leaders is a small and familiar group of folks. From massive spectacles (think Customer Contact Week) to cozy, hosted dinners, industry-specific gatherings have a lot to offer.

Events 40

Events Hospitality Culture Hotels 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. Take action on the insights to improve customer experiences and drive business change.

CEM 40

CEM Multi-Channel Net Promoter Score Insurance 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. Take action on the insights to improve customer experiences and drive business change.

CEM 40

CEM Multi-Channel Net Promoter Score Insurance 40

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. The first question was to ask if what they were doing was right for the customer.

Culture 105

Culture Metrics Workshop Hotels 105

Qualtrics

AUGUST 20, 2021

First, the good news: the fundamentals of how successful companies thrive with customer experience hasn’t changed, according to James Bampos, Head of B2B CX Solutions Strategy at Qualtrics. “I Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom. And the focus becomes OK, how do we improve that? “So

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

SuiteCX

FEBRUARY 15, 2016

Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. Thought Leadership “Leaders with above average employee engagement maturity…deliver better customer experience and also have better financial results than their counterparts.” suitecx ©2015, suitecx Inc. days to 22.9

Engagement 40

Engagement Customer Journey Mapping 2015 Leadership 40

Middlesex Consulting

DECEMBER 27, 2015

However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture. However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture.

Culture 60

Culture Technology Brands Brand Values 60

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements.

Banking 67

Banking Culture Books Metrics 67

West Monroe

JANUARY 23, 2022

Distribution automation—along with substation-automation and numerous other grid enhancements—requires utilities to improve the digital enterprise. Knowing what to do with the sheer volume of data being collected from customers and devices is critical for utilities to manage and balance load and customer expectations.

2022 40

2022 Transportation Telecommunications Wireless 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

ReviewTrackers

MAY 15, 2017

Across all segments of the hotel and hospitality industry, online reputation has become one of the most powerful drivers of revenue and growth. The first step to protecting and improving your hotel reputation is to claim your business listings. This is where hotel reputation management comes in. Hotel Reputation Management Today.

Hotels 20

Hotels Management Net Promoter Score Social Media 20

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score NPS Touchpoint Feedback 78