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

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. So without further ado, let me introduce our guest.

Healthcare 58

Healthcare Hospitality Consulting Retail 58

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. We worked with a Texas hospital system years ago where surveys reported patients said they wanted more time with the doctor. The replacement milkman automated the value right out of the experience.

Insights 126

Insights Hospitality Books Consulting 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. Negative experiences or incidents can majorly impact customers, potentially leading to public outrage. The result? This is called social proof.

Management 58

Management E Commerce Healthcare Hospitality 58

Doing CX Right

SEPTEMBER 19, 2020

We dive deep into using emotional intelligence to have great experiences. As Ruiz suggests, you are entitled to expect a great experience from companies you buy from but do not have a right to be mean to innocent people. Be patient, especially during a pandemic. Who owns customer service? It isn’t what you expected.

Customer Service 126

Customer Service Social Media Blog Customers 126

Experience Investigators by 360Connext

DECEMBER 10, 2014

George helped me with my issue, was patient and kind and even threw in a little extra surprise at the end of our time together. George helped me with my issue, was patient and kind and even threw in a little extra surprise at the end of our time together. I had a good experience. The young man who helped me was great, actually.

Customer Satisfaction 243

Customer Satisfaction Retail Social Media Consulting 243

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

BirdEye

JULY 6, 2021

Your team members are busy delivering fantastic experiences – they most likely don’t have the time to manually collect social proof and customer feedback. With this integration, practices can automatically send out review requests, survey requests, and referral requests to patients after appointments. PointClickCare. OfficeMate.

Marketing 98

Marketing Apparel Healthcare Sports 98

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. Decide what type of leader you want to be!

Customer Experience 110

Customer Experience Culture Leadership Customers 110

Kustomer

NOVEMBER 2, 2022

where to shop, it should make us all ask the question: what exactly is it that customers are expecting from their customer service experience? However, even if you do everything in your power to give a customer the ideal experience, every business will receive a question, complaint, or feedback at some point.

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

Comm100

APRIL 17, 2023

All healthcare organizations in the US need to comply with HIPAA, a law that protects patients’ personal data and safeguards their privacy. To communicate digitally with their patients, organizations must only use HIPAA compliant messaging software. Failure to do so can lead to serious monetary and reputational implications.

Healthcare 52

Healthcare Communication Multi-Channel Social Media 52

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” There is no silver bullet solution for improving Customer Experience. It’s understandable why clients want this silver-bullet solution to their experience problems. What they’re after is a silver bullet.

Presentation 78

Presentation Hotels Culture Sales 78

BirdEye

APRIL 20, 2023

In this blog, we’ll show you the best strategies for generating local leads that will help you get more revenue from your business. This approach can also apply to healthcare providers, such as medical providers and dentists, that may use social media to attract local patients and drive them down the lead generation funnel.

Social Media 98

Social Media Multi-Channel Metrics Advertising 98

BirdEye

NOVEMBER 8, 2023

FAQs on eCommerce review sites Unlock your business potential by listing on these eCommerce review sites To truly elevate your brand experience, you must be listed and engage regularly on these third-party review sites. eCommerce sites are important because: Users can post reviews, ratings, and comments on their purchasing experiences.

Travel 58

Travel Hotels Social Media Healthcare 58

Experience Investigators by 360Connext

FEBRUARY 12, 2018

What does lifelong learning have to do with customer experience? Well, here are a few ways their lack of learning might negatively impact their customer’s experience. Learning on the job should not be limited to a training session on expense reporting in your first 30 days. ” but have no idea HOW to actually do it?

E-support 173

E-support Webinar Financial Workshop 173

BirdEye

DECEMBER 25, 2023

In this blog, we dive into a topic that might seem niche but is incredibly important for any brand on Facebook. Select “Report Duplicates of This Place.” Way 2: Report the Page Go to the Facebook page and click the three dots (ellipsis) button under the cover photo in the top right corner. Why should you care?

Social Media 58

Social Media 2023 Document Demo 58

BirdEye

AUGUST 28, 2020

Ultimately, we want to ensure that customer feedback turns into real improvements in customer experience. Meanwhile, negative feedback can point your team towards issues in customer experience. Get reporting software: Manually tracking customer feedback is time-intensive, but automation can help. Here’s why.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

Beyond Philosophy

FEBRUARY 25, 2019

We are, however, going to figure out how they make decisions so we can design a Customer Experience that works with them during the process. I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Enter the Heuristics.

Hospitality 107

Hospitality Consulting Retail Books 107

NICE inContact

JULY 2, 2019

BAYADA Home Health Care provides clinical and personal care support services to patients at home, helping them stay independent and comfortable. The post BAYADA Home Health Care Reduces Call Abandon Rate 87% appeared first on NICE inContact Blog. Just for starters, the abandon rate fell from 20 to 2.5 percent—an 87 percent reduction!

Contact Center 60

Contact Center Hospitality Insurance Omnichannel 60

Avaya

MARCH 8, 2018

As healthcare plans increase in complexity in addition to a growing number of chronic health conditions ( healthcare organizations are expected to spend close to $6 billion on the treatment and prevention of chronic illness ), it is critical that communications remain at the heart of patient interaction.

Engagement 60

Engagement Healthcare Omnichannel Hospitality 60

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? And what does this mean to the future of Customer Experience? Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Transportation 128

Transportation Retail Books Consulting 128

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Using scents to help create a positive experience for your retail customers works for many different industries though. Don’t underestimate the scent in your retail experience design. So what can the rest of businesses learn from them?

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. Dina’s Blog) Fix the Problem.

Article 79

Article 2018 Customer Service Hospitality 79

Call Experts

JULY 27, 2023

In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy. In this blog post, we will explore the many benefits of a customer service call center and how it can help businesses deliver exceptional customer experiences. And high expectations from their customers.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Qualtrics

JULY 9, 2019

I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. A healthcare organization that sees 250,000 patients per year may have to make strategic decisions on feedback from fewer than 2,000 surveys. [3].

Healthcare 33

Healthcare 2008 Hospitality 2007 33

Kitewheel

SEPTEMBER 9, 2020

Possible side effects of reading this blog include a newfound appreciation for VoC data, a stronger grasp of customer journey concepts, and a desire to build better experiences at your business. Pharmaceutical Experiences Benefit From Journey Investments. For a pharmaceutical business, this VoC Data can come in many forms.

Engagement 52

Engagement Advertising Customer Journey Voice of Customer 52

SurveySparrow

FEBRUARY 9, 2024

For some, it could be the desire to find an alternative or enhance an already existing experience. A customer journey refers to the series of experiences or steps that your customer takes from the moment they learn about your brand, interact with it, and buy from you. Over 68% of all online experiences begin with a search engine.

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

CSM Magazine

JUNE 7, 2023

Moreover, establishing trust is a gradual process, so you will need to stay focused and patient to achieve your goals. For example, it can be beneficial to highlight customer testimonials, reviews, and case studies that showcase positive customer experiences with your brand.

2023 52

2023 White Paper Social Media Document 52

Customer Bliss

JULY 12, 2016

In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. First, they needed to evaluate and establish the need for embedding customer experience.

Customer Experience 0

Customer Experience Retail Customer Journey Mapping Automotive 0

NICE inContact

AUGUST 22, 2017

There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Businesses reported participating in several digital channels in an Aberdeen report – 93% using email and 85% using web. More helpful and/or patient agents. moment here?

Contact Center 56

Contact Center Social Media Roadmap Customer Satisfaction 56

Beyond Philosophy

DECEMBER 19, 2020

To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees. If employees are happier, then they will provide better experiences for your customers.

Presentation 99

Presentation Leadership Management Books 99

Beyond Philosophy

DECEMBER 5, 2016

There is an increasingly critical connection between brand promise, corporate trustability and reputation, the customer experience as created by people and processes, and downstream customer behavior. Wells Fargo Scandal. As he’s stated, “Everything we do is built on trust. It’s earned relationship by relationship.”

Culture 98

Culture Customer Centricity Social Media Banking 98

Avaya

MAY 18, 2017

26% reported it would increase time spent with patients. But security is just as important as quality care and the patient experience. 5% of reported hacks in 2014 were in healthcare. Battle-tested and proven automated Avaya solutions can: Improve the patient experience through a range of administrative tasks.

Healthcare 52

Healthcare Technology Hospitality Government 52

BirdEye

FEBRUARY 8, 2023

It can mean the difference between gaining new patients and falling behind with your business goals. In this article, we’ll provide tips and strategies that will help take control of your online presence and make sure potential patients have access to accurate information about you and your practice.

Management 19

Management Social Media Download Feedback 19

ijgolding

OCTOBER 24, 2014

Whilst the plight of Tesco was very visibly reported in the UK, the performance of an even bigger retail juggernaut was less so. On the day that the BBC reported Tesco shares ‘plunging’ by more than 8%, Amazon shares ‘plunged’ by 10%. All is not rosy in the supersize retail world it seems.

2014 116

2014 Retail Financial Customer Retention 116

NICE inContact

AUGUST 22, 2017

There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Businesses reported participating in several digital channels in an Aberdeen report – 93% using email and 85% using web. More helpful and/or patient agents. moment here?

Contact Center 48

Contact Center Social Media Roadmap Customer Satisfaction 48