6 Healthcare Call Center Best Practices
Callminer
FEBRUARY 22, 2022
Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call center services.
blog how-to-improve-the-patient-experience 
How to Improve CSAT Score – 6 Step Strategy
Comm100
APRIL 2, 2024
Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.
Join 24,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Webinars
Turn Payments Into Personalization: Unlock the Value of Transaction Data
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
Trending Sources
Are You Ignoring a Key Part of Your Digital Experience?
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.
9 Key Differences Between Transactional and Relationship Customer Surveys
PeopleMetrics
APRIL 15, 2021
A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going. Discover our award-winning Customer Experience (CX) blog: [link]. The best VoC programs use both. Watch on YouTube. ? ? ?.
Is CX Dying? 7 Ways to Save Customer Experience at Your Organization
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. The Seven Reasons Customer Experience is Dying.
When It Comes To CX, Sweat The Small Stuff
Beyond Philosophy
MAY 9, 2019
In our customer experience consultancy, clients tell us customers make decisions based on price or features. System One is the part of your brain that senses your experience seems like a hassle or is harder than it should be. However, many things we experience don’t have that level repetition.
CX 
151
151 
You’re Measuring CX…But What Are You Doing About It?
Taylor Reach Group
FEBRUARY 6, 2020
Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. And is gathering, analyzing and reporting on that data truly improving the customer experience? Make it easy for customers/patients to respond.
CX 118
118 
3 Strategies for Turning Your Customers Into Promoters
PeopleMetrics
MAY 13, 2021
is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time.
Customer-centric leadership – what does it really mean?
ECXO
MAY 16, 2024
Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences. It means viewing the world through the customer’s eyes, making decisions that enhance their experiences, and never forgetting that customers ultimately define our success.
Touchpoint 69
69 
Dare to Rethink What’s Always Been Done: A Case Study in Rethinking the Wait
Customer Bliss
SEPTEMBER 28, 2021
For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. The crazy thing about this weird foible in the healthcare experience is that what we seek in those rooms a place of “c-a-l-m.” They reimagine the ‘waiting’ experience. And then reimagine it….
Healthcare 77
77 
How Customer Centricity Is Changing Pharmaceutical Customer Experience
PeopleMetrics
JANUARY 19, 2018
Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. So how does this apply to the healthcare and pharmaceutical industries? The pharmaceutical industry serves a customer base made up of people with one common, pressing concern - the patient. In The Beginning.
Securing Healthcare Communication: Comm100’s HIPAA Compliant Messaging
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. How is Comm100 HIPAA compliant? million per year. million per year.
Healthcare 52
52 
Vanderbilt Children's Hospital, Masters of CX Design
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!
Hospitality 140
140 
How to Close the Loop on Customer Feedback
PeopleMetrics
FEBRUARY 18, 2021
How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? But that all depends on how effectively you're closing the loop with your customers. Discover our award-winning Customer Experience (CX) blog: [link]. Absolutely! Watch on YouTube. ? ? ?.
WATCH NOW: Planning for Customer Experience (CX) in 2021 | PeopleMetrics LIVE!
PeopleMetrics
DECEMBER 17, 2020
Planning for Customer Experience (CX) in 2021. How has COVID-19 changed the way we measure customer experience (CX)? is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. In this edition of PeopleMetrics LIVE!,
CX 62
62 
8 Strategies for Securing Great Customer Service
Doing CX Right
SEPTEMBER 19, 2020
We dive deep into using emotional intelligence to have great experiences. Pay attention to HOW you speak to customer service associates as well as WHAT you say. 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. So disappointing.
Customer Service 126
126 
Simon Says You Should Read This to Improve Your CX
Beyond Philosophy
FEBRUARY 25, 2019
I talk a lot about how people are irrational and have presented evidence for it. 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. Most people can get on board with the idea that we are not robots that are purely rational.
CX 107
107 
Show Patients You Care: A Case Study on Customer-Needs-Driven Design
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. The existing hospital gown can impact a patient’s health. ” Honor your customers’ dignity.
Hospitality 57
57 
Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.
7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.
CEM 122
122 
How to Write a Really Bad Survey
PeopleMetrics
JULY 29, 2020
And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. In this blog post, I'm going to tell you 3 surefire ways to write a really bad survey. Survey email invitations should include very few words with a couple of key pieces of information: How long will the survey take?
What’s a lead source? Here’s what it is and why it’s important
Zendesk
APRIL 18, 2022
While you’re not sharing your work with a professor these days, your sales reps need to know where and how leads had first contact with your company. This knowledge cultivates a more nuanced experience for every lead, likelier conversion, and better targeted campaigns in the future. Blog articles. What is a lead source?
Social Media 98
98 
Why Customer Experience Is The Real Driver Of Brand Success?
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?
Meet the Faces of Customer Experience 2014
Customers That Stick
JANUARY 15, 2015
We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Meet Mike Wittenstein! – Founder/leader at Storyminers, one of the world’s first experience/service design consultancies.
Have You Done These 3 Things to Improve Your CX?
Beyond Philosophy
MAY 19, 2015
Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #
CX 148
148 
Thank you, ‘bureaucrats’!
Qualtrics
MAY 6, 2021
Let me tell you the story of how creative government professionals are using innovation to make life better for people all over the country and around the world. Let me tell you the story of how creative government professionals are using innovation to make life better for people all over the country and around the world.
Government 26
26 Stop Losing Clients After Tax Season
PeopleMetrics
APRIL 4, 2018
We all consider ourselves hard workers, but only a small percentage of the workforce will ever experience the seemingly infinite, grueling hours that Certified Public Accountants (CPAs) experience from January 1 st to April 15 th every calendar year. And how actionable is the feedback from only a handful of clients?
CX Secrets: Keeping a CX Mindset
PeopleMetrics
FEBRUARY 12, 2018
Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." Insist on a great experience. What's it like to walk into that retail bank; to have that field service visit the home; to experience that specialized drug? Treating customers like house guests can dramatically improve customer experience.
CX 64
64 
Is a ‘human free’ experience the future?
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.
Legal 128
128 
Why Your Live Chat Solution Needs Audio and Video
Comm100
JUNE 4, 2020
This blog will take you through just some of the key reasons why audio and video chat are key to the success of your live chat support and customer satisfaction. But first, here’s a quick video on what audio and video chat is and how you can use it: 1. In an age of increasing automation, customers value the human experience.
Work with Your Partners for Customer Experience Success
CX Journey
MAY 26, 2016
It was published on their blog on December 17, 2015. How do you ensure that your partners are successful? When you think about the multichannel and the omnichannel customer experience where partners are involved (they aren't always), it's even more critical to ensure partners are lined up for success. From a brand perspective.
Faces of Customer Experience: Carol Euliss
Customers That Stick
JANUARY 29, 2015
I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences. Customer Service < Customer Experience. I was the only attendant to assist customers, so I quickly learned how to prioritize needs, and to help others as promptly as possible since their break time was short.
5 Reasons Why Colleges & Universities Need Live Chat & Chatbots
Comm100
NOVEMBER 18, 2021
If colleges and universities want to improve student engagement and retention, they need to be where they are – online. This blog will look at the top 5 reasons why higher education institutions need to adopt live chat and chatbots if they want to acquire, engage, and retain today’s students. In both cases, students definitely have.
Education 72
72 5 Top Customer Service Articles for the Month of June 2018
Comm100
JULY 12, 2018
There is no specific theme here aside from a focus on improving the customer experience. Dan Gingiss is a contributor with Forbes, and he wrote an excellent post about providing an exceptional customer experience. Technology definitely plays a part, but perhaps, more importantly, the staff know and respect their patients time.
Why Are Customers So Rude, Stupid, Entitled? (Or Important!)
Comm100
OCTOBER 25, 2017
We brought together three of our top writers and our blog editor to explain how these viewpoints are missing the mark – and how you can turn these interpretations around. Free Download] How to Deal with Difficult Customers over Live Chat. Customer Experience Leader. And you need more. Download Now.
Start-ups 128
128 
Closed-loop Feedback: A Comprehensive Guide
SurveySensum
NOVEMBER 22, 2021
How to Close the Loop? How to make the Inner Customer Feedback Loop successful? How to make the Outer Customer Feedback Loop successful? How to close the feedback loop in B2C? What does closed-loop feedback or closing the loop really mean? Why should you close the feedback loop? Types of Closed-Loop Feedback.
What Can We Learn from Restaurants and Casinos?
Beyond Philosophy
FEBRUARY 24, 2015
95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? They consider all the details of the experience to present their guests with the best possible outcome for their meal.
CEM 122
122 
How to Drive Employee Engagement Using Online Quizzes
ProProfs
MAY 4, 2023
Online quizzes can help you improve and maintain workforce engagement in various ways. Online quizzes can help you improve and maintain workforce engagement in various ways. In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Did you know that almost two-thirds of U.S.
Incredible Lessons About Customer Service from Movie Clips
Fonolo
APRIL 19, 2018
I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube. How would you feel if you took the time to make a reservation for, say, dinner, and upon arriving there were no available tables?
Customer Service 101
101 
Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.
Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.
B2B customer service: What it is and how to do it right
Zendesk
AUGUST 24, 2021
According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. Focusing on the customer experience is especially critical for B2B companies. How B2B and B2C customer service differs. How are B2B and B2C customer service different?
B2B 98
98 
15 customer service resume examples and writing tips for 2023
Zendesk
JUNE 15, 2023
Entry-level customer service resume example Image source Getting a job when you have little to no experience can be a challenge. Entry-level customer service resume example Image source Getting a job when you have little to no experience can be a challenge. Leverage experience by pulling from your education.
CSM from the Trenches: Mentors – Vic Kasoff, Director of Customer Experience, NarrativeDx
ClientSuccess
MARCH 21, 2018
For those just joining our blog series CSM from the Trenches, welcome. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our Customer Success careers. From : Vic Kasoff , Director of Customer Experience. How has it helped you? How has it helped you?
Let's personalize your content