Customer Experience

Home/Customer Experience

COVID-19 Lessons That Can Improve All Patient Experiences

Categories: COVID-19, Customer Experience, Healthcare|

When patients form a positive relationship with their healthcare provider—or when members have a good experience with their health insurance plan—they become more engaged in their care and loyal to an organization. For both healthcare providers and payers, the experience is of the utmost importance. So how can the healthcare industry continue to improve the patient

 0

Lessons from Liberation: Building a foundation for successful digital experience

Categories: Customer Experience, Healthcare, Innovation|

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. We were lucky to have our own Medecision CXO – Ellen Donahue Dalton – and Health Economist, Jane Sarasohn-Kahn as facilitators. Three themes emerged

 0

An Employee First Culture Risks Becoming Internally Focused and Externally Irrelevant

Categories: Customer Experience, Employee Experience|

Which comes first, customer or employee experience?  This may sound like the proverbial “chicken or egg” question.  Both promise greater employee engagement and enhanced financial performance.  Many companies are underperforming on both. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores

 0

Self-Inflicted Wounds: An Open Letter to Delta Air Lines and American Express

Categories: Customer Experience|

Dear      Sandeep Dube, Vice President - Delta Air Lines (Customer Engagement & Loyalty) CC:        Denise Pickett, President, U.S. Consumer Products & Services at American Express; Edward Bastian, CEO, Delta From:   Chis LaVictoire Mahai, Managing Partner, Aveus and a long-experienced customer with both Delta (2+ million miler, Diamond Medallion Member since the category was created) and American

 0

Customer Anchored Organizations Win

Categories: Customer Experience, Strategy|

It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before.  And as a result, the difference between winners and losers is becoming more dramatic.  This reality seems to have sped up in the last 24 months within most

 0

Bold Leader Guide to Customer Experience

Categories: Bold Leadership, Customer Experience|

As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers. This orientation has resulted in an increased focus within many organizations on the customer experience. We see many companies

 0

4 Ways to Accurately Anticipate Customer Needs

Categories: Customer Experience|

You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs. Congratulations on a job well done. What’s next?  Delivering another winner that will alleviate the next customer problem is key to the future of the company. But how do you best uncover

 0

5 Ways to Drive Better Performance Through Your Customer Experience

Categories: Customer Experience|

Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience. We’ve seen similar trends when “quality” and “lean” initiatives were first adopted. Bold leaders I speak to often feel besieged with information and reports but are

 0

Why Map an Ideal Customer Experience?

Categories: Customer Experience|

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk

 0

How Bold Leaders Stay One Step Ahead of Customers

Categories: Customer Experience|

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most. And you’re constantly re-evaluating and

 0