What is patient experience and why it matters?
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.
blog patient-satisfaction 
Here's why patient satisfaction is so important
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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Turn Payments Into Personalization: Unlock the Value of Transaction Data
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
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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. 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.
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. Failure to do so can lead to serious monetary and reputational implications.
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52 
Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha! – See more, here.
Is CX Dying? 7 Ways to Save Customer Experience at Your Organization
Beyond Philosophy
JANUARY 2, 2019
For example, when we were working with a hospital system, we were told patients wanted to spend more time with the doctor. As a result, our client was going to increase the time doctors spend with patients at a significant cost to the hospital. The “hidden” reason was patients felt doctors weren’t listening to them.
Do You Harness the Power of Habit in Your Marketing Yet?
Beyond Philosophy
NOVEMBER 11, 2014
With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?
7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more.
CEM 122
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Customer-centric leadership – what does it really mean?
ECXO
MAY 16, 2024
This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. Customers, patients, or members have an experience journey through an organization’s touchpoints, whether one chooses to work on mapping the journey or not.
Touchpoint 69
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8 Strategies for Securing Great Customer Service
Doing CX Right
SEPTEMBER 19, 2020
Be patient, especially during a pandemic. The onus of customer satisfaction does not strictly fall upon businesses. Please note: ExperiMentations Blog Post (“Our Blog Post”) is not intended to be a substitute for professional advice. Customer service reps may be having a worse day than you are.
Customer Service 126
126 
How do I fill out a First Report of Injury report
Lightico
JULY 4, 2021
According to an article published in World Neurosurgery , “the first report of traumatic brain injury (TBI) in Angola reveals major problems with TBI management, road accident prevention, prehospital management, and loss of lives of young patients.”. Too often, managers delegate the job of filling out the form. Integrate Stakeholders.
Healthcare 52
52 
Music: A Marketing Tool
Beyond Philosophy
FEBRUARY 2, 2015
If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook.
CEM 166
166 
Are You Deliberate with Your Customer Strategy or Just Taking a Chance?
Beyond Philosophy
NOVEMBER 6, 2014
If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. Hiring Customer-Ready Employees.
4 Things We Can All Learn from a Retail Customer Experience
Beyond Philosophy
NOVEMBER 4, 2014
If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? What else can you do to create an experience like a grocery store in your retail experience? Please share your insight in the comments below. Engaging the Subconscious Shopper. Follow Colin Shaw on Twitter @ColinShaw_CX.
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Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha! – See more, here.
Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha! – See more, here.
It’s time to modernize HCAHPS around experiences
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
33 4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? If you enjoyed this post, you might be interested in the following blogs: Small Talk and Trust. Which ones do poorly?
Why Customer Experience Is The Real Driver Of Brand Success?
SurveySensum
JULY 11, 2023
By doing this, you can increase customer satisfaction and overall experience. This continuity creates a sense of familiarity and comfort, akin to having a friendly waiter who patiently explains the menu and addresses your questions, helping you make the best choice for your lunch. Starbucks values this feedback and acts upon it.
What Can We Learn from Restaurants and Casinos?
Beyond Philosophy
FEBRUARY 24, 2015
If you enjoyed this post, you might be interested in the following blogs: Tricks or Treasure? For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . Please click here to learn more. An Inside Look at the Casino Experience.
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Meet the Faces of Customer Experience 2014
Customers That Stick
JANUARY 15, 2015
– She is dedicated to assisting companies to grow their brand presence and sales, and most importantly, their customer retention and satisfaction. Meet John Bannon! – His experiences in France have led him to be more patient with customers to listen very carefully to make sure he understands before he replies.
Work with Your Partners for Customer Experience Success
CX Journey
MAY 26, 2016
It was published on their blog on December 17, 2015. He'd been designing equipment for 20+ years for hospitals; he realized after spending two years designing an MRI machine that the actual patient experience was scary and quite miserable. By seeing the patient response to the machine. Patient satisfaction went up 92%!
Is a ‘human free’ experience the future?
Beyond Philosophy
DECEMBER 22, 2016
There is talk about computers replacing lawyers in the day-to-day legal work and systems that can predict treatment plans for cancer patients almost as accurately as a doctor can. Their survey of nearly 25,000 people worldwide and across industries revealed that customer satisfaction relies on human interaction. Maybe it will.
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Are You Making These Mistakes with Your Employees Today?
Beyond Philosophy
SEPTEMBER 5, 2014
If you enjoyed this post, you might be interested in the following blogs: 7 Steps to Improve Your Employee Engagement. Do you have any other mistakes to avoid? I’d love to hear your stories in the comments below. 5 Key Aspects of a Successful Customer Experience Program. View our books on Customer Experience here.
One Skill Every Customer Facing Team Member Must Know
Beyond Philosophy
JANUARY 20, 2016
However, as a former call center manager and Customer Experience champion, I always behave my best on calls of this nature, so I work to be both patient and pleasant for the representative who gets me on the line. I want you to know we will do everything in our power to resolve your issue to your satisfaction.”. Gold star for that one!
Customer Loyalty 100
100 Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)
Customer Service Life
JANUARY 18, 2019
This article was originally published on the MaestroQA blog on December 2, 2018. While some companies just refer to them as customers, others go with members, users, patients, guests, pet parents, etc. If you haven’t done it, compare your quality scores to your customer satisfaction scores. Click here to read the original post.
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. Carol even has the audacity to ask the patient to fill out a customer service questionnaire after doing absolutely nothing to help her.
Customer Service 101
101 
Are You Making These Mistakes with Your Employees Today?
Beyond Philosophy
SEPTEMBER 5, 2014
If you enjoyed this post, you might be interested in the following blogs: 7 Steps to Improve Your Employee Engagement. Do you have any other mistakes to avoid? I’d love to hear your stories in the comments below. 5 Key Aspects of a Successful Customer Experience Program. View our books on Customer Experience here.
4 CX Actions for the Cash-strapped, Resource-limited Contact Center
Customer Service Life
NOVEMBER 13, 2018
This article was originally published on the ICMI Blog on August 28, 2018. Once you have a list of issues, it’s important to attach some numbers to determine both how often they occur and how they impact KPIs like customer satisfaction and customer churn. Patiently Persist. Click here to read the original post.
Find out how UnitedHealthcare turns experience challenges into opportunities to delight customers
Qualtrics
FEBRUARY 12, 2019
One great example is with MRIs – we know that, if a patient receives an MRI at a free-standing imagery center instead of a hospital, it is one-third of the cost – with the quality being identical and the experience oftentimes better. All those answers are right there while the patient is still sitting in the exam room.
How to Drive Employee Engagement Using Online Quizzes
ProProfs
MAY 4, 2023
In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Employee satisfaction just means that the employee is happy with their job. Less Turnover Engagement increases job satisfaction and loyalty and reduces burnout and turnover. If yes, we have great news for you.
Five Rules of Customer Observation for Greater Success
C3Centricity
JULY 1, 2019
This could be by listening to calls at the care centre, reading blogs and message boards, or participating in / watching promotions, demonstrations, sampling or market research. These may offer opportunities to increase satisfaction, either by resolving them or by developing a new product or service.
Start-ups 59
59 
Closed-loop Feedback: A Comprehensive Guide
SurveySensum
NOVEMBER 22, 2021
Did you know you get a higher satisfaction from the customers after you resolve their problems than if the failure had never happened? After reading the feedback, the product manager instantly called the customer and listened to the issue patiently, generated the refund from their end, and apologized.
Customer Service Matchmaking
CX Journey
NOVEMBER 24, 2015
It was published on their blog on May 29, 2015. All the while, you hope that the rep is patient, helpful, and nice. I originally wrote today's post for Mattersight. Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number.
10+ Must Have Customer Service Skills to Look for in a Live Chat Agent
Comm100
NOVEMBER 8, 2017
This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Would you describe yourself as patient, and what do you do in situations where your patience is being tested?”. Self-Control.
Five Rules of Observation and Why it’s Hard to Do Effectively
C3Centricity
JULY 17, 2016
This could be by listening to calls at the care centre, reading blogs and message boards, or participating in / watching promotions, demonstrations, sampling or market research. These may offer opportunities to increase satisfaction, either by resolving them or by developing a new product or service. (>> Tweet this <<).
Start-ups 48
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20 Customer Service Skills Operators Need to Succeed in All Support Channels
Comm100
AUGUST 11, 2016
Being patient isn’t about being slow: it’s about taking your time to work through your customer’s issue attentively. An enthusiasm for communication will make you that much better at achieving customer satisfaction. As our 2016 Live Chat Benchmark shows, good service isn’t always the fastest. Resourcefulness.
Awakening CX in the Service Center
CX Accelerator
APRIL 30, 2018
Answering the same question for the hundredth time while still wearing a smile and remaining patient and pleasant! Home To CX Accelerator Blog If you disagree, I recommend you spend a week on the floor taking call after call, day after day. Then come talk to me. Most companies are searching for the “perfect” call center agent.
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The Problem with Self Service
Beyond Philosophy
MAY 14, 2015
Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. If you enjoyed this post, you might be interested in the following blogs: Design Self-Service Experience with Customers in Mind.
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. Building relationships like this can result in improved customer satisfaction and are key to loyalty. Establish more personal and trusting relationships.
10 Content Moderation Questions Answered For You
MattsenKumar
JULY 8, 2021
So, in this blog, we will be answering the top 10 most common questions regarding content moderation and clarifying your doubts. It is an important aspect of boosting brand reputation, consumer security, engagement, and satisfaction in the realm of digital marketing. The concept of content moderation enters the picture at this point.
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52 Would Consumers (Really) Spend More For Better Service?
Beyond Philosophy
MAY 20, 2015
Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.
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3 Ways to Tell if Your Customer Relationship is All About You
Beyond Philosophy
JULY 14, 2015
I wrote a blog a while back about some friends who only called me when they wanted something. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.
What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do
Beyond Philosophy
JUNE 29, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management.
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