It’s not often the case that patients enter a hospital for overwhelmingly positive reasons.
However, whether they’re there to resolve a long-standing illness or to manage the symptoms of an ongoing condition, there are ways to revolutionize their experience for the better.
Using new technologies, the healthcare industry is starting to redefine what it means to be a patient. If you’re a hospital director, ward manager, or staff member, you may want to learn more about how these changes are taking place.
Whether your customers are taking a domestic flight or they’re heading abroad, they’ll probably find their airport experience exciting.
At the same time, there are plenty of opportunities for it to become stressful. From the crowds to waiting in lines, there are lots of ways Customer Experience (CX) can head on a downward spiral when flying. Fortunately, advances in technology mean you can create CX opportunities that increase traveler delight.
The world of higher education is changing. From how students prefer to learn to the type of experiences they want, and how much they are willing to pay for a degree, colleges are in a continuous state of evolution to keep up with the preferences of their ideal students.
Adopting the best practice of soliciting and acting upon student feedback ensures colleges and universities can keep a pulse on what students want on their college campus. Generally speaking, here is what we know right now in terms of what students want on college campuses.
Patient satisfaction isn’t just an interest for top medical facilities, it is one of the highest priorities so that hospitals can improve upon the quality of the care they provide.
While patient satisfaction is not necessarily uniform in how it is measured or acted upon across facilities, states, and countries, it is collectively viewed as a valuable metric to identify gaps in patient care and opportunities for improvement.
Here are just a few examples of how the best medical systems collect and track real-time patient feedback.
Everyone business should theoretically aspire to design a product or service so revolutionary and so meaningful that it will blow the competition out of the water resulting in hoards of customers pouring through their doors. (Wouldn’t that be nice?)
For better or worse, something akin to this is only possible when a company fully understands their customers, their wants and needs, their hopes and aspirations, as well as any pain points they may have.
What do you do when you look at your operations and think, “How can we do this better?” That’s exactly what Mike Lennon, Associate Director, Campus Dining of The University Corporation (TUC) at California State University, Northridge (CSUN) thought a year and a half ago.
Mike was interested in finding a way to improve customer service operations, primarily in locations that did not staff in-person resources, such as vending machines and bathroom facilities. He saw an opportunity to implement a customer satisfaction program to help ensure that heavily utilized services like vending machines and restrooms were incorporated into the overall mission to deliver an exceptional campus experience for all students and staff.
For those of us who don’t know, social listening is the process by which someone is searching online sources, be it blogs, websites, the news, and, of course, social media, for any mentions or conversations that would be of any interest for that person.
In other words, social listening is not only about looking at what people are saying to you, but also about what people are saying about you. Simply put, social listening is a form of gathering feedback without having to ask for it. And to put it out there, social media monitoring only deals with what people say to you, whereas social listening does both.
Even if you ask for feedback, there is no guarantee that you’ll receive any. It can be problematic, especially when a business is looking to improve itself. To help you determine the cause, here are the top five reasons why your customers may not provide you with their opinion.
It’s been well established and confirmed that excellent customer service can provide numerous benefits to a company. By delivering a well-implemented and personalized customer experience, that business can almost guarantee that their customers will return over and over again. Here are three examples of how to achieve a great personalized customer experience.
Collecting customer feedback is a relatively straightforward process but knowing how to do it correctly and efficiently is another matter altogether. Regardless of what this feedback is intended to capture, there are several common mistakes that people can make when creating surveys if they’re not careful.