Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. When you ask people what is important, they will give you obvious, easy-to-justify things, but these aren’t the real reasons they buy—or don’t. However, many things we experience don’t have that level repetition.

Consulting 379

Consulting Consulting Education Benchmark 379

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.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

FEBRUARY 10, 2020

Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade. We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1]. The results showed the mantra in business today is growth.

Consulting 430

Consulting Consulting Entertainment Telecommunications 430

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? How well do your customers understand what your support explains to them? Accuracy is a baseline.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

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.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Steve DiGioia

MAY 29, 2023

But does the look of the business matter and can the visual appeal boost the customer experience? Here’s what I mean… The Power of Visual Appeal Many years ago, some themed restaurants like Fridays, for example, thought it was cool to hang all kinds of assorted “junk” on their walls. Will these items enhance the overall experience?

Customer Experience 162

Customer Experience Sales Customer Service 162

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. However, what people say and what people do are different. For example, a few years ago Disney asked people what they would change about the food at their parks. Irrationality and data don’t mix.

Surveys 315

Surveys Self service Consulting Consulting 315

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. It is a significant hole.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

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. What should you do when this happens? Explain what happened. If possible and appropriate, so what you can do to make it right. Apologize in person.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

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.

Consulting 378

Consulting Consulting Customer Experience 378

Beyond Philosophy

DECEMBER 6, 2017

When a patient doesn’t take their medicine properly, doctors call it “noncompliance.” What is worse, some experts assert that 100,000 deaths occur annually due to noncompliance! To this point, nothing anyone has tried in the healthcare industry to correct patient behavior has worked—at least not in a significant or widespread way.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359

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 ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. What’s the silver bullet there? It’s hard work.

CRM 195

CRM Sales Customer Experience Management 195

Nuance

FEBRUARY 9, 2022

A successful patient engagement strategy helps providers extend their standard of patient care beyond the brick and mortar to voice and digital interactions. It spans every aspect of operations across the healthcare journey, and takes a huge amount of effort from people in a multitude of roles to deliver the best experiences.

Healthcare 87

Healthcare Management 87

Inbenta

NOVEMBER 3, 2022

In the age of digital customer experience, customers expect fast and convenient interactions. In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. What is a Healthcare Chatbot? Million in 2021 and is projected to reach USD 943.64

Healthcare 96

Healthcare Chatbots Morale Transportation 96

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. The Two-System Model of Thinking. When I bought my Lincoln Navigator, I created a detailed spreadsheet. This situation is the classic bit about the intuitive and the rational mind.

Consulting 268

Consulting Consulting Benchmark Customer Experience 268

Beyond Philosophy

SEPTEMBER 16, 2021

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. The processes you have internally reflect on the experience you provide the customer. . It is an essential part of using the behavioral sciences to improve your customer experience.

Marketing 221

Marketing Customer centricity Government Construction 221

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.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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.” Customer service employees are seeing a rise in hostile reactions as customers wait on hold for eighteen minutes or more.

Personalization 316

Personalization Management Customer Service Customer Experience 316

24-7 InTouch

DECEMBER 5, 2023

In today’s rapidly evolving healthcare landscape, technology integration has become essential in improving patient experiences and outcomes. Keep reading to learn how RPA is revolutionizing the health technology industry and significantly impacting the patient experience. What is Robotic Process Automation?

Healthcare 59

Healthcare Technology Wait times Analytics 59

Beyond Philosophy

NOVEMBER 11, 2014

“ Most of the time, what we do, is what we do most of the time”. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming. The statisticians know, however, and marketers want to know what they know.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Global Response

OCTOBER 17, 2023

But what’s leading the growth in this sector? Decreased budgets, increased demands, growing burnout among healthcare workers across all positions, increasing need for security and data privacy, and growing patient expectations all contribute to the desire and need for outsourced support. billion by 2025 , according to some reports.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

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!”.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Global Response

NOVEMBER 21, 2023

Consider, for example, that: 75% of patients want healthcare providers to offer more personalized care options 61% of patients say they would visit their provider more frequently if communications were more tailored to their situation However, it’s not just that patients want more personalization—personalized care results in better health outcomes.

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

Nuance

MARCH 31, 2021

Recently, I participated in a virtual webinar, “How AI technologies improve the patient experience,” hosted by MGMA, along with Dr. Jesse Affonso, Orthopedic Surgeon at Cape Cod Orthopedics. The post How AI technologies improve the patient experience appeared first on What’s next. This is a summary.

Technology 75

Technology Healthcare 75

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.

Customer Experience 133

Customer Experience Employee engagement Surveys Accountability 133

Beyond Philosophy

JANUARY 11, 2024

Before we launch into that, let’s review what is happening with habits at a psychological level. Whatever the reward is, it’s essential to understand what it is to the customer whose habits you want to change. I know what we get here,” and walk us to the toothpaste aisle. But not impossible.

Education 221

Education Feedback Call Center Marketing 221

Nuance

JANUARY 12, 2022

Anyone who has been a healthcare provider understands at a gut level the impact that your work has on patients. The post Transforming the patient and physician experience with Dragon Medical appeared first on What’s next. Visit Nuance's What's next blog to see the full content. This is a summary.

Healthcare 71

Healthcare 71

Beyond Philosophy

JANUARY 12, 2023

What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. Here’s what they had to say.

Engineering 195

Engineering Quality management CRM Customer Experience 195

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.

Consulting 248

Consulting Consulting Management Coaching 248

AWS Machine Learning

AUGUST 21, 2023

These perspectives range from medical, technological, legal, and the most important perspective—the patient’s. Explainability of these predictions is required in order for clinicians to make the correct choices on a patient-by-patient basis. On a daily basis, patients are admitted to hospitals and admission notes are taken.

Healthcare 76

Healthcare APIs Scripts Finance 76

Nuance

JUNE 18, 2021

The application and use of AI to efficiently diagnose and monitor patients, detect and predict illness, accelerate drug development, streamline the patient experience, and expand access to care are skyrocketing in healthcare. The post Automating clinical workflows with AI appeared first on What’s next. This is a summary.

Healthcare 75

Healthcare Technology 75

Nuance

MARCH 2, 2022

The post How Vanderbilt is improving the physician and patient experience with virtual assistant technology appeared first on What’s next. Visit Nuance's What's next blog to see the full content. Yaa Kumah-Crystal is a researcher who uses the Dragon Medical Virtual Assistant for Hey Epic!

Technology 82

Technology Healthcare 82

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. So Why is Music So Emotionally Charged for Us?

Marketing 416

Marketing Customer emotions Consulting Consulting 416

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. What emotions are we trying to evoke?

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

360Connext

SEPTEMBER 6, 2017

Your people need to understand what it means for YOUR company to deliver a great customer experience for YOUR customers. Because if they’ve only heard about improving CX in generic terms, how do they even know what to do about it? Make sure everyone knows what the ideal experience is. Guess what? Is it easy?

Customer centricity 278

Customer centricity Metrics Consulting Consulting 278

Nuance

MAY 7, 2021

Often when we talk about the healthcare industry at large, we focus on a number of topics, ranging the gamut from system pressures, burnout, and patient experience, to cost, infrastructure, and interoperability. The post Honoring the hard and “heart” work of the nursing profession appeared first on What’s next.

Healthcare 97

Healthcare 97

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]. The best VoC programs use both.

Surveys 118

Surveys Best practices Feedback Accountability 118