Keeping customers onside is not easy and the likelihood of defections is high when two businesses combine. Research by JD Power found that the probability of customers changing banks increases by up to 3X following a merger. The challenge is to unify the experience of two groups with often different demands, expectations, values and behaviours. Different emotional connections even. Take the CYBG / Virgin Money tie-in. Yorkshire and Clydesdale customers have a strong regional bond with their bank. It’s more than just a brand to some: “Not happy about you being rebranded to Virgin Money, been a customer for 40yrs. Clydesdale name iconic”. Research from the Deloitte Center for Banking Solutions found that ‘emotional‘ reasons were the number one factor why customers switched accounts after a merger. It was cited by 37% of respondents. The second biggest reason was ‘competitive offer’ at 17%.
http://customerthink.com/how-to-make-customer-experience-the-cornerstone-of-a-merger/
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/
Proactive engagement is an approach to customer support, where companies actively make the first move to understand their customers and sort their issues. Companies must keep reinventing their customer engagement strategy to stay competitive and profitable at the same time. Acquiring new customers or retaining old ones depends a lot on how you engage with your customers. A proactive customer engagement strategy creates a secure connection between a customer and a brand that gets strengthened over time, ensuring mutual value.
https://www.business2community.com/customer-experience/embrace-proactive-engagement-to-reduce-churn-risk-02086062/
Marketers can now utilize data to transform the customer journey and capitalize on consumer behavior. This article breaks down the top five things the best data-driven marketers do and how you can do them too.
Simply put, data-driven marketing is using the information we have on customers to better reach our audience through marketing.
Data utilization has grown from a nice-to-have marketing tool to a must-have strategy. The good news for marketers is that, as data has matured, the amount of information available has grown as well. With audience segments, behavioral data, optimization and feedback, marketers can now use data to transform the customer journey and capitalize on consumer behavior.
https://www.business.com/articles/5-things-best-data-driven-marketers-do/
GDPR may be one of the hottest topics in the business world today, causing many organizations to rethink and revise how they approach many of their everyday practices.
The General Data Protection Regulation, or GDPR for short, aims to increase the protection and privacy of personal data, also known as Personally Identifiable Information (PII), for all EU residents.
In the age of the GDPR, consent and managing individual’s rights are crucial. Because of this, Voice of the Customer (VoC) research may become an even more important source of data and insights to marketers wanting to understand better and improve the Customer Experience (CX).
In this post, we look at why.
https://www.iperceptions.com/blog/voice-of-the-customer-gdpr/
It may come as a surprise to many of you how much effort is put into developing mobile apps nowadays. And why all the effort? If designed well, your app can give you the upper hand in the battle for market share. Note: the key words here are ‘if designed well’. Unfortunately, this isn’t the case with all mobile apps on the market. Sure, they get the job done, but many of these apps still lack key features their users crave and a strong user experience. Fortunately, there is a remedy for these poorly designed mobile apps that will help put them back on top: in-app feedback.
https://blog.appsee.com/top-5-reasons-you-should-be-collecting-in-app-feedback/
Good news for all you WordPress lovers out there! Mopinion now offers a WordPress plugin that enables WordPress-based websites to easily run Mopinion software on their site and start capturing customer feedback for free.
In case you’re not yet familiar, WordPress is one of the most popular content management systems available with nearly 75 million websites. Now, any one of those 75 million sites can download the Mopinion plugin and have feedback forms running on their website in a matter of seconds.
https://mopinion.com/mopinion-offers-feedback-plugin-for-wordpress/
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