Beyond Philosophy

MAY 22, 2021

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. You should fire customers in these cases.

Consulting 274

Consulting Consulting Surveys Customer Experience 274

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. However, in this episode, we explore the lessons we can gain from the pain of three organization’s Customer Experience mistakes and avoid making the same ones. Key Ideas to Improve your Customer Experience.

Customer Experience 261

Customer Experience Consulting Consulting Surveys 261

Zappix

APRIL 22, 2024

With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. The Kyruus report highlights: 79% of consumers agree they would schedule appointments directly from their health plan’s website or app if given the ability to do so.

Healthcare 52

Healthcare Customer Service Self service Personalization 52

CSM Magazine

MARCH 5, 2024

Remote patient monitoring through mobile apps is becoming increasingly popular, allowing for improved care outside hospital settings. These apps can empower patients to be more active in their health and well-being, leading to improved health outcomes and reduced costs.

Healthcare 52

Healthcare Education Gamification Consulting 52

TechSee

APRIL 28, 2023

As a result, medical device manufacturers and healthcare providers are increasingly turning to visual support platforms like TechSee to improve patient outcomes and enhance the quality of care. However, when medical devices malfunction or fail, patient outcomes can be severely impacted. What is TechSee and How Does it Work?

Healthcare 109

Healthcare Technical Support Technology Customer Experience 109

The Northridge Group

APRIL 8, 2024

Aside from elections, the British royal’s health, Beyonce going country, and the solar eclipse, everyone is talking about Artificial Intelligence these days. Improve outcomes, get to resolution faster, do more with less and save capital. But that’s only if this new technology is really understood and implemented correctly.

Technology 105

Technology Finance Government Healthcare 105

CCNG

FEBRUARY 22, 2023

While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor. Since the Medicare star rating system now gives more weight to customer service scores, insurers must explore ways to enhance this facet of the care experience.

CCNG 195

CCNG Contact Center Healthcare Technology 195

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 222

Customer Experience Consulting Consulting Surveys 222

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

The Northridge Group

MARCH 14, 2023

There are many different tactics that health providers can use to improve patient retention rates in 2023. These solutions are enabling providers to operate more efficiently, potentially improving patient outcomes and enhancing retention. Fortunately, there’s a much more cost-effective and efficient alternative.

Healthcare 142

Healthcare Technology Self service Analytics 142

Beyond Philosophy

NOVEMBER 20, 2021

It can be challenging to communicate why you are the best when you have a complex offering and you want to tell customers all about it. However, one thing I know to be true is that it doesn’t matter who is the best; it matters who customers perceive to be the best. Key Ideas to Improve your Customer Experience.

Consulting 195

Consulting Consulting Metrics Surveys 195

Bill Quiseng

JUNE 28, 2023

To paraphrase John DiJulius’ customer service battle cry, it’s time for a Patient CARE Revolution! Let’s be revolutionary to improve the patient experience. Instead of focusing on the hospital’s financial health, doctors should focus on the patient’s emotional well-being. Well, no more!

Healthcare 165

Healthcare Customer Service Personalization Customer Experience 165

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

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.

Healthcare 59

Healthcare Technology Wait times Analytics 59

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Customer Service 258

Customer Service Customer retention Contact Center Upselling 258

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 91

Enterprise Finance SaaS Analytics 91

24-7 InTouch

FEBRUARY 21, 2024

The integration of technology in health tech is changing the way medical professionals deliver care and reshaping the overall patient experience. Technology-driven solutions that improve interactions for both patients and healthcare workers remain top-of-mind in 2024. Learn more about how we serve health tech companies at IntouchCX.

Healthcare 52

Healthcare Consulting Consulting Technology 52

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Enterprise 112

Enterprise Best practices Feedback Education 112

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. VP of Customer Success at Veriforce, Andy Kearney. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Sales 106

Sales Marketing Metrics APIs 106

The Northridge Group

JULY 6, 2022

Surgeon General, Vivek Murthy, MD: “As the burnout and mental health crisis among health workers worsens, this will affect the public’s ability to get routine preventive care, emergency care, and medical procedures.”. Burnout has impacted healthcare workers in all capacities. Key Stressors and Solutions. A Success Story.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

CSM Magazine

OCTOBER 6, 2023

Customer service isn’t an easy field to work in. Customer service call centers can be especially stressful for the employees who work there day to day. Here are six improvements you can make to improve employee satisfaction and retention in call centers. Go Green People want to feel good about the place they work.

Call Center 59

Call Center Scripts Customer Service 59

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

B2B 81

B2B SaaS Feedback Management 81

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 5 Tips to Simplify Your Customer Journey Map.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

JustCall

OCTOBER 11, 2023

In fact, McKinsey also claims that tech-enabled patient engagement strategies can help improve patient outcomes. Solution: Invest in a patient engagement platform (PEP) to improve data security: Strong encryption: The platform will ensure all patient data is encrypted at all times. million , to be exact.

Healthcare 52

Healthcare Education Technology Surveys 52

Global Response

NOVEMBER 21, 2023

Healthcare BPO providers deliver high-quality, high-touch customer service—and more—to support internal teams and improve empathy, accuracy, security and satisfaction of your call center, while providing necessary support to your internal teams. The solution? How exactly does BPO enhance your healthcare support?

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

AWS Machine Learning

NOVEMBER 16, 2023

Philips is a health technology company focused on improving people’s lives through meaningful innovation. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 86

Healthcare Government Engineering APIs 86

Real Blue Sky

NOVEMBER 21, 2023

It’s about leveraging the strength of customer loyalty, the potential of existing relationships, and the efficiency of streamlined operations. With a focus on cultivating deep connections, fostering a culture of engagement, and driving a business model centered on outcomes, growth is not just possible—it’s achievable.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Treat the Customer Journey as a Product.

Upselling 95

Upselling Analytics Self service CRM 95

The Northridge Group

JANUARY 26, 2023

While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor. Since the Medicare star rating system now gives more weight to customer service scores, insurers must explore ways to enhance this facet of the care experience.

Healthcare 122

Healthcare Coaching Contact Center Management 122

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs. Your CRM Can’t Handle Your Workload Anymore.

Upselling 91

Upselling CRM Revenue potential Feedback 91

24-7 InTouch

JANUARY 23, 2024

Initially, well-being programs focused primarily on physical health as part of employee benefits. However, a shift has occurred in recognizing that well-being includes mental health as well as physical health. Brands began investing in comprehensive well-being initiatives, with an emphasis on mental health support.

Metrics 52

Metrics Surveys Technology Personalization 52

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Journey mapping 82

Journey mapping Enterprise Accountability Feedback 82

Help Scout

JULY 1, 2021

Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

Healthcare 105

Healthcare Customer Service Feedback Surveys 105

The Northridge Group

APRIL 25, 2023

When it comes time to pay their bill, the customer may need to call the provider’s office again. This procedural inefficiency creates undue friction in the customer journey and leaves everyone out of sorts. Self-serve technologies also have the propensity to improve healthcare outcomes and the care experience in general.

Healthcare 67

Healthcare Technology Self service Chatbots 67

Hero Digital

NOVEMBER 18, 2020

Unlike retail, tech, or even financial services, things move slowly in a complex, high-stakes industry whose only product is our health and wellbeing. The pandemic broke down longstanding barriers and accelerated digital health at a pace few could have imagined. Customer Experience Blueprint. Evolve toward a health ecosystem.

Customer Experience 98

Customer Experience Healthcare Management 98

AWS Machine Learning

OCTOBER 4, 2023

The prior authorization process for electronic health record (EHRs) consists of five steps: Determine whether prior authorization is required. CDS Hooks is a Health Level Seven International (HL7) specification. He is passionate about using technology to transform the healthcare industry to drive better patient care outcomes.

Healthcare 88

Healthcare APIs Transportation Education 88