Today, customer experience will make or break a business. The pressure is on to create powerful customer experiences at every touch point. Here's how to build a team that delivers on that promise.
https://www.itweb.co.za/content/GxwQD71A6Ln7lPVo/
Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street Journal best-selling author, A.K.A the Chief Amazement Officer of Shepard Presentations.
We talked to Shep as we were intrigued by his story and what we can learn from his vast experience in the industry.
https://customerthink.com/10-insider-customer-experience-tips-according-to-shep-hyken/
While it may just sound like a tech buzzword, digital transformation is so much more than that. The digital transformation is a complex and sometimes even daunting process that impacts multiple aspects of your business – all with the goal of creating efficient digital operations. And this process involves not only meeting the demands of changing technology, but also working in a way that adapts to these changes. Is your organisation struggling to keep up? Then keep reading…
https://mopinion.com/10-must-read-guides-to-digital-transformation/
Customer experience, undeniably, is important in any business today. However, in a healthcare business, its importance is accentuated manifold. It would not be incorrect to say that no other industry sees a closer bond between the customer and the service provider than the healthcare industry. Further, because this industry associates with its customers in their most vulnerable times, it is critical to provide an experience beyond the medical care that will alleviate the concerns of the patient.
In terms of financial gains, a report by The Deloitte Center for Health Solutions has demonstrated that hospitals with high patient-reported experience scores have higher profitability. It has also shown that hospitals with better experience levels earn disproportionately more than they spend compared to those with lower ratings. All this reiterates that improving the patient experience is vital to a healthcare organization.
The Net Promoter Score is a world-renowned metric to measure customer experience. Quite a few healthcare providers today use NPS to measure and improve the patient experience. However, because NPS isn’t as widely used in healthcare, there aren’t many guidebooks or best practices available for use of NPS in this sector. Here are a few pointers to use NPS more effectively in healthcare.
http://customerthink.com/10-simple-tips-to-use-nps-more-effectively-in-healthcare/
Customer experience management (CXM) has become a new and pressing topic of discussion for CMOs across the globe – regardless of industry.
CXM is all about ensuring that a business offers a great service to the customer across its different touchpoints.
It may therefore sound obvious to state CXM must be audience or user-led, but surprisingly many businesses still believe they’ve got a handle on it by relying on their own viewpoints and opinions only.
https://econsultancy.com/10-ways-build-cxm-strategy-customer-experience/
There are many places you can go wrong in constructing and delivering a customer satisfaction survey that can keep you from getting an accurate picture of your customer experience. And most companies do go wrong in their survey design and delivery–often in multiple ways. (Alarming but true: If you send out a defective survey, it might be worse than not surveying your customers in the first place, because of the risk that the data you get back will be invalid but nonetheless used to guide company strategy.)
https://www.forbes.com/sites/micahsolomon/2018/05/25/customer-experience-surveys-13-tested-scientific-best-practices-i-bet-youre-doing-5-or-more-wrong/
With a new year comes new opportunities to examine the experience being offered to customers and to find ways to continually improve it.
Recently, customer experience (CX) professionals, thought leaders and members of the CX Accelerator community shared their New Year’s resolutions on the Experience This! Show podcast. These can be used as thought-starters for developing customer experience goals for 2019 in your business.
https://www.forbes.com/sites/dangingiss/2019/01/03/13-customer-experience-professionals-share-their-cx-new-years-resolutions/
It seems like every company out there these days is focused on improving the customer experience. In today’s world where experiences are compared across industries, it is truly one of the only ways to remain relevant with audiences.
For this reason, 72% of companies have made CX innovations their top priority and 63% have pursued technological investments to make it happen.
https://www.brandwatch.com/blog/improve-customer-feedback/
Halloween is slowly creeping up on us. There’s that subtle hint of pumpkin spice lingering in the air, costumes filling up all of the party stores and of course, the most quintessential Halloween movie, Hocus Pocus has taken up the number one spot on Netflix. With all of this Halloween fever around us, we simply couldn’t resist adding a little Halloween ‘flair’ to our blog. So – in light of the holiday – we want to emphasize several ways online feedback can prevent your customers from having a ‘scary’ customer experience!
But before we begin, it’s important that you become acquainted with the most common ‘horrors’ (or irritations) that online customers often encounter; horrors that can tarnish the customer experience and ultimately (if not resolved), put these customers off to your brand...
https://mopinion.com/3-ways-online-feedback-can-prevent-a-scary-customer-experience/
Artificial Intelligence is everywhere. From Google’s Arts & Culture App—which uses facial recognition technology to match selfies to thousands of artworks—to Pizza Hut’s plans for driverless pizza delivery.
The application of Artificial Intelligence to improve the customer experience is on the rise. In fact, this year the Consumer Electronic Show featured its first ever Artificial Intelligence Marketplace to showcase the latest innovations designed to perform human tasks. Products ranged from big data analytics to speech recognition to advanced decision-making to predictive technology. Many of these solutions are already being leveraged by great companies to add a magic touch to their services.
Are you taking advantage? If not, here are three ways you can apply Artificial Intelligence to improve your customer experience.
https://customerthink.com/3-ways-to-apply-artificial-intelligence-to-improve-your-customer-experience/
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