Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

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Second to None

FEBRUARY 16, 2018

As it continues its move towards becoming a global business hegemony, Amazon is providing value to more than just its customers. Recently, the powerhouse brand announced a new effort to improve the way they provide their employees with healthcare, sending shockwaves throughout the healthcare industry.

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Healthcare Leadership Innovation Voice of Customer 54

Qualtrics

APRIL 26, 2021

The Froedtert & the Medical College of Wisconsin health network is tackling the human side of healthcare. By using data, they’re able to change healthcare for the better, not just for patients, but also for their staff, care teams, and physicians. I do the things I believe are right, whether or not that’s how it’s always been done.

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Healthcare Hospitality Consumers Financial 26

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Wootric CX Blog

DECEMBER 8, 2019

Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. Customer experience leaders are finding new applications for the popular Customer Effort Score metric.

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Effort Score Examples Self Service Net Promoter Score 59

Second to None

APRIL 10, 2018

The final common version of mystery shopping programs, which is most commonly applied to healthcare and c-store brands, is compliance audits. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

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Healthcare Leadership Ecommerce Guidelines 54

Thematic

MARCH 27, 2019

Here are a few important considerations for moving from customer data to actionable customer insights. Develop data management competencies to create a true Voice of Customer (VOC) program. No VOC program can be effective without well-developed processes for collecting, tracking, and summarizing rich data sets.

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Customer Experience Net Promoter Score Effort Score Healthcare 48