Customer Service Optimization

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It is now social media era for customers to express their dissatisfaction through social channels. When customers receive poor quality customer service from organizations, they take their dissatisfaction public through social media channels. They do not wait on the phone for a manager or supervisor to give an explanation for poor service. In this article, we cover how healthcare companies can create an integrated multi-channel service strategy in order to create higher service levels and increase efficiency while lowering ...

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How to move the healthcare customer higher in the value chain?

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The future of healthcare is based on consumer trust with the healthcare companies. In order to gain this trust, healthcare companies need to move the customer through the five stages of the customer value chain. The value chain stages are communicate, interact, engage, collaborate, and innovate. Somewhere between the interact and collaborate stages is the trust inflection point. When this trust level is reached, the customer starts to create value for your company.In this article, we cover how healthcare companies ...

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Are you ready for tech savvy seniors?

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Most healthcare organizations are trying to play catch up with digitally savvy younger generations. In that process, their aging, but loyal customers are ignored. It is important for companies to recognize the growing senior population as well as people’s digital networks. The healthcare companies need to adapt their digital strategy to the changing demographics, especially tech savvy seniors.

Over the next 5 years between 2014 and 2018, an estimated 40% rise in senior population is expected across most states in the ...

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