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/
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/
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/
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/
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/
