Advances in information technology software and telephony systems have led to a transformation in how hospital systems deliver patient care and increase patient satisfaction. Similar to many other industries, changes in healthcare can trigger fear in patients, front-end staff, and clinical providers. Change …
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Proactive Engagement
How to Prevent a Customer Experience Blackout
Summer storms have been particularly strong across the United States. During the month of May tornadoes and have wreaked havoc on much of the South and Midwest with the most tornadoes seen in one month in the last twenty years. The impact of these storms …
When *DONOTREPLY* really means *WEDONOTACTUALLYCARE*
At age 21, SMS text messaging is finally growing up. Time for big business. Time for business2consumer communication. Finally! But let’s have a closer look at how SMS is predominantly used today.
Do you get prescription reminders from your pharmacy, or appointment reminders from your clinic? …
Center Ice, Customer Centricity and Business Lessons from the NHL
Over the weekend the 2015 Stanley Cup Final pairing was determined by two game seven match-ups. Being good gets teams to the playoffs, but being the best is determined by the details: details in strategy, vision and execution. Being the best often comes down to …
What Marketers Can Learn From the Customer Experience
Customer service experiences are a universal frustration. Chances are most of us can rattle off a bad customer service experience without a moment’s hesitation. According to the results of a new consumer survey from Aspect, our customer service expectations have increased in the past three …
Still Talking Into Your Phone? How Quaint!
In the April 2015 issue, Vanity Fair published results of a survey they conducted that’s near and dear to our hearts as well – the pervasiveness of mobile technology and how we use it. Intriguingly enough, a full 87 percent said they agreed we are …
Infographic: Five Customer Service Personas – Which One Are You?
Do you know who your customers are dealing with? If not, a new Aspect research study of companies offering customer service will help you find out.
The Customer Service Personas study, commissioned by Aspect and conducted by GfK Custom Research, LLC, is a two-part qualitative (17 …
Disposable Apps and Their Place in Your Mobile Customer Care Strategy
When thinking of mobile customer care, most people tend to think of mobile apps. Mobile native apps are indeed a great way to expose pretty much all channels available on a smartphone (see my recent blog about why mobile isn’t a channel) and offer great …
Three Ways to Step Up Proactive Engagement With Your Customers
A recent study conducted by International Data Corporation found that 25 percent of smartphone users couldn’t recall a time when their phone wasn’t in the same room with them. 79 percent of users confessed to having their phones with them for all but two hours …
The Fundamentals of Proactive Customer Care
At Enterprise Connect on March 20th, I joined a panel moderated by Sheila McGee-Smith regarding Proactive Customer Care. One of her main points about being proactive is that the thinking is shifting away from IVR automation as a way to deflect calls and reduce costs …