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blog patient-experience 
Callminer
JANUARY 18, 2023
As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog.
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Callminer
DECEMBER 13, 2021
Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations.
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How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Callminer
DECEMBER 27, 2021
Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences.
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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.
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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.
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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.
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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.
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]. Watch on YouTube. ? ? ?. sessions: [link].
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].
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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….
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PeopleMetrics
FEBRUARY 25, 2021
PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.
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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.
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. Our mission is to exceed the typical pharmacy experience. million per year.
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Taylor Reach Group
FEBRUARY 6, 2020
Measuring Customer Experience is important, right? And is gathering, analyzing and reporting on that data truly improving the customer experience? But at every appointment, I learn something new about potential changes that would truly improve the customer/patient experience, as well as the staff experience.
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PeopleMetrics
JANUARY 19, 2018
This market shift, combined with increasing government regulation, decreasing amounts of face-time with physicians, and a barrage of multi-million dollar lawsuits, has led forward-looking healthcare and pharmaceutical companies to begin shifting their focus away from products and more towards their ultimate customer – the patient. The Future.
PeopleMetrics
JUNE 28, 2021
A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link].
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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.
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. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience.
PeopleMetrics
NOVEMBER 9, 2021
Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run. Watch on YouTube. ? ? ?.
PeopleMetrics
MAY 27, 2021
In this session, we'll review the 5 questions you need to ask in your customer survey to get high response rates and actionable results that you can use right away to start improving customer experience at your organization. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.
PeopleMetrics
JUNE 10, 2021
In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.
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…. Back To CX Accelerator Blog
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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 symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is.
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. Medscape.com had an excellent article on why some patients don’t sue their doctors, even when they have a good case. We all make mistakes. Small Talk and Trust.
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Beyond Philosophy
NOVEMBER 11, 2014
Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)
PeopleMetrics
MARCH 18, 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.
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PeopleMetrics
AUGUST 24, 2021
CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. In this session, our customer experience management experts walk you through a 3-step customer experience framework (with downloadable PDF!) Sign up for more PeopleMetrics LIVE! sessions: [link].
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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!,
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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!”. Are you sure?
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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. The original article can be found in Psychology Today.
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PeopleMetrics
JANUARY 21, 2021
Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. sessions: [link].
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.
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PeopleMetrics
MARCH 25, 2021
Without this additional context, experience measurement professionals wouldn't have enough information to determine the best way to go about fixing respondent problems. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time.
PeopleMetrics
FEBRUARY 18, 2021
Closing the feedback loop means that your organization has a process in place for reaching back out to customers who provide feedback about their recent experience (positive or negative!) is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more.
Myra Golden Media
MAY 21, 2020
“You will experience a significant delay in order processing and shipping due to the tremendous increase in order volume. Please be patient with us as we adapt to this new normal of working from home.” Here are some pointers for explaining the problem: Be brief – No preamble, no fluff, no excessive apology.
Beyond Philosophy
FEBRUARY 2, 2015
Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. From there, you can build the brand to attract them to your business. Follow Colin Shaw on Twitter @ColinShaw_CX.
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Customer Bliss
NOVEMBER 26, 2019
Every industry has frontline employees, tasked with processing patients or customers taking calls or checking out customers. Employees need to feel it, experience it, and receive it themselves. They unite employees in delivering experience, so that no matter what part of the company customers encounter, caring is consistent.
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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. If you understand that your customers make decisions sometimes using satisficing, you can improve your Customer Experience. Patients said they wanted the doctor to spend more time with them.
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Beyond Philosophy
AUGUST 17, 2023
Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Your experience provides that for them.
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Beyond Philosophy
NOVEMBER 18, 2014
Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed. How to Make or Break Your Customer Experience.
Beyond Philosophy
NOVEMBER 6, 2014
Creating a Deliberate Customer Experience in Your Strategy. Everyone should have a Customer Experience strategy. What we know is over half of the experience outcome is emotionally based no matter what industry you do business. Their strategy takes into account the emotions evoked from all the senses throughout the experience.
Customer Bliss
JULY 23, 2019
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. Patients have to then connect the dots to ensure that medications prescribed from one physician to another don’t cause adverse reactions.
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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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.
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?
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