CX University

JANUARY 30, 2024

CX University emphasizes the importance of taking customer feedback seriously and using the NPS metric to enhance its programs and offerings. While NPS is a valuable quantitative metric, it should be complemented with qualitative insights to provide the necessary context behind the score. Healthcare +36.42 Logistics +55.08

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

Forrester's Customer Insights

DECEMBER 7, 2022

Healthcare and life sciences companies: Fill out Forrester’s executive survey in exchange for personalized feedback on your state of digital experiences, as well as key industry benchmarks.

Healthcare 26

Healthcare Company Survey Feedback 26

Lumoa

APRIL 18, 2023

Due to the sheer volume of tools used and data collected, it has become cumbersome and time-consuming—and sometimes near impossible—to generate useful insights at the pace necessary to stay ahead of the competition. NLP has made feedback analytics way more accessible. Enter Natural Language Processing (NLP).

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Lumoa

AUGUST 23, 2021

Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Experience Investigators by 360Connext

APRIL 11, 2023

Related: Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries? Make sure you and your customers are aligned on the meaning of quality before you claim quality is the experience. Defining an experience around a product being “of high quality” is that type of thinking. Quality is great.

Customer Journeys 162

Customer Journeys Banking B2B Healthcare 162

SurveySparrow

FEBRUARY 18, 2024

The team and I spent a whole day finding the best alternatives to this customer feedback platform. But if you wish to skip to the alternatives, feel free to jump right ahead: Top Customer Thermometer Alternatives Now, if you want to take a sneak peek at the alternatives, I have added a table at the end Table of Comparison Off we go!

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Clarabridge

NOVEMBER 4, 2015

Guest blogger Kim Zieroth is the Senior Customer Loyalty Manager, Analytics, for GE Healthcare. “We This is exactly the kind of thing I love to hear in my role leading the Customer Insights program for GE Healthcare. Other groups are more likely to use customer insights if you make it super easy for them.

B2B 40

B2B Feedback Tips Healthcare 40

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

BirdEye

NOVEMBER 8, 2023

eCommerce review sites allow consumers to share feedback and experiences about products, services, and businesses they interact with online. For companies seeking strategic insights and industry analysis, being listed or cited positively by Forrester can boost their reputation. What are eCommerce review sites?

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . We’re not the only ones obsessed with the Voice of the Customer.

How To 150

How To ROI Policies Analysis 150

ReviewTrackers

MAY 18, 2017

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The definition of patient experience is differs across the healthcare industry. Subscribe to receive these stories and more every week in your inbox.

Healthcare 56

Healthcare Culture Customer Insights Industry 56

SurveySparrow

JUNE 28, 2023

The true essence of a personalized customer experience lies in tailoring the individual’s journey with your brand to meet their specific needs and expectations. Personalized Healthcare – Mayo Clinic In the healthcare sector, Mayo Clinic has been a pioneer in leveraging patient data to provide personalized care.

Industry 52

Industry Tips Customer Experience Healthcare 52

ReviewTrackers

MAY 18, 2017

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: the definition of patient experience differs across the healthcare industry. Subscribe to receive these stories and more every week in your inbox.

Healthcare 50

Healthcare Culture Customer Insights Industry 50

ReviewTrackers

FEBRUARY 23, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Healthcare companies can violate federal law when responding to online reviews if they are not careful.

Guidelines 50

Guidelines Healthcare Insurance Feedback 50

SurveySparrow

SEPTEMBER 27, 2023

Optimizing Operations: Big data optimizes internal processes, improving efficiency and indirectly benefiting customer service. Product Development: Insights from big data shape product development, ensuring solutions align with customer needs. Big data and customer experience are inseparable partners in modern business.

Data 52

Data Customer Experience Loyalty Programs Social Media 52

ReviewTrackers

AUGUST 17, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. Subscribe to receive these stories and more every week in your inbox. Email This field is for validation purposes and should be left unchanged. An Example of the Future.

Healthcare 50

Healthcare Consumers Report Innovation 50

ReviewTrackers

JULY 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset.

Customer Journeys 50

Customer Journeys Insurance Healthcare Hotels 50

ReviewTrackers

AUGUST 24, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Patients have choices when it comes to deciding on a healthcare provider. There are seven great ways to engage with patients, according to Healthcare Dive.

Healthcare 50

Healthcare Tips Customer Insights Feedback 50

ReviewTrackers

MARCH 23, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a reminder to keep the customer at the center of the banking experience. This feedback is a useful tool to improve the customer experience.

Customer Experience 50

Customer Experience Banking Hospitality Healthcare 50

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers.

Connections 50

Connections Customer Journeys Healthcare Banking 50

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. It provides a wide range of features for designing surveys, collecting responses, and generating insights from the data gathered. But every tool has its limitations.

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

SurveySparrow

JUNE 20, 2023

Whether it’s customer feedback, employee surveys, or market research, the platform provides a delightful survey experience for both creators and respondents. Alchemer: The Versatile Solution Formerly known as SurveyGizmo, Alchemer offers a versatile platform for creating surveys and collecting feedback for various purposes.

Survey 52

Survey Analysis Analytics CRM 52

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Retailers, financial services organizations and healthcare practices have all enlisted mystery shoppers to help improve their customers’ experiences.

Customer Experience 110

Customer Experience Feedback Social Media Customer Journeys 110

ReviewTrackers

MARCH 17, 2017

Healthcare and Tech. There were a number of tech companies creating solutions for how to better communicate with patients, and how to deliver improved results across entire healthcare organizations. Customer Sentiment. Future of Social Media. Think stats that reveal the pulse of secret consumer opinion.”.

Trends 79

Trends Technology Social Media Healthcare 79

Forrester's Customer Insights

FEBRUARY 8, 2022

When we talk with healthcare firms about customer experience, they often ask about best practices from within their peer group, unsure that anyone outside healthcare can really understand the unique complexities of their industry.

Healthcare 26

Healthcare Groups Feedback Industry 26

ReviewTrackers

MARCH 2, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. Other key results from the study: 34 percent of providers said online reviews could cause a healthcare overuse.

Study 50

Study Hospitality Trends Healthcare 50

Clarabridge

MAY 11, 2018

This level of personalization and insight allows them to better meet future customer expectations and provide more valuable user experiences. Presbyterian Healthcare Services Transitions From “Data Archeologists” to “Data Analysts”. And The Winner Is….

Self Service 40

Self Service Social Media Healthcare Conference 40

Alida

SEPTEMBER 22, 2016

Companies must welcome customer feedback and continually test and learn from new ideas. Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. Enhance marketing with customer insight.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Thematic

MARCH 27, 2019

I carry that evaluation process through every touchpoint with a brand including if/how they solicit feedback from me about their service delivery. 6 best practices for customer inquiry. Generally, customers want to know that you will turn their feedback into action which will improve their life or the lives of other customers.

Customer Experience 48

Customer Experience Net Promoter Score Effort Score Healthcare 48

NobelBiz

JULY 4, 2023

Monitor its performance, note any technical glitches, and gather feedback from the users. This trial run will provide valuable insights into how well the technology works in a real-world setting and how easily your team adapts to it. Constructive Feedback Mechanism Feedback is essential for personal growth and professional development.

Interaction 52

Interaction Call Center Engagement Contact Center 52

Magellan Solutions

JULY 19, 2021

Now, public health officials are pushing healthcare systems to further expand their telehealth through smartphones and other tools. . Medical practitioners now rely heavily on data to improve how to deliver healthcare services. . Data processing outsourcing has been used to provide customer insights. Make diagnoses.

Data 52

Data Healthcare Analytics Transportation 52

Qualtrics

AUGUST 20, 2021

“I'm happy to tell you something I'm sure you've heard before: successful CX companies are those that listen and act on feedback.” Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom. We’re also mindful of when we ask for feedback. And beyond that? Ultimately, NPS is a tool.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Clarabridge

AUGUST 26, 2015

We looked to three Customer Experience (CX) professionals for tips on how to get buy-in at larger companies: Kim Zieroth, Senior Customer Loyalty Manager at GE Healthcare; Cheryl Cargill, Customer Insights and Text Analytics Leader at GE Power and Water; and Mason Nelder, Director of Social Media and Digital Strategy at Verizon.

CEM 40

CEM Tips Healthcare eBook 40

ProProfs Chat

DECEMBER 6, 2021

Using this tool, you can build web forms such as contact us, product feedback, and job applications. Surveys for feedback. Qualaroo is a customer and user feedback software. Businesses can use it to conduct surveys and get feedback in real-time on their website, UX, product, and conversion rate. Custom questions.

Survey 52

Survey Analysis CRM Report 52

Qualtrics

NOVEMBER 19, 2019

– Walter Li, Head of Insights at Cathay Pacific. More from Walter: How Cathay Pacific Focuses on Passenger Feedback. Customer feedback is cheap. Actionable insight can be valuable. Taking action on insight is precious.”. – Rachel Richter, VP of Customer Insights at Dun and Bradstreet.

Management 31

Management Chief Customer Officer Healthcare Banking 31

Verint

JULY 31, 2017

The correlation between a deliberate focus on the customer experience and increased company performance seems pretty clear. I recently met with an executive from a leading healthcare company who seems to really understand these principles.

Strategy 28

Strategy ROI Analytics Survey 28