Many hospitals in the USA are concerned with patient experience especially with HCAHPS reimbursement rules come into effect. However, there is confusion about what customer experience actually refers to. A Health Leaders Media survey of hospital and health system...
Tech titans like Google, Facebook, and Microsoft are finally catching up to mother nature in the race to create an intuitive social search experience. In our recent book Customer Experience: Future Trends and Insights Palgrave McMillian 2007, we write that technology...
Yesterday I switched from T-Mobile onto another network provider. I have been their customer for 2 years. The experience inspired me to share my views as a customer and a customer experience consultant: The start of your customer journey is brilliantly designed...
The promise of Customer Experience is to improve the return on loyalty through better customer emotional engagement. But what about in recessionary times when the simple survival of the organisation in the short-term is at stake and cost cutting is a top priority, how...
The key to long-term customer loyalty is customer experience. As we show in Building Great Customer Experiences, 85% of senior business leaders agree that price, delivery and lead times are no longer effective marketing business strategies. Building great customer...
