Tag: customer experience

Your Customer Feedback Program Needs to Actually Engage with Customers

By Christine Rimer Destination CRM To build (or rebuild) customer trust and loyalty, companies should respond to feedback in a natural way that makes customers feel heard. As we enter the new year, it is natural to predict what new trends, technologies, and advancements will be at the forefront of industries in the months ahead. Customer experience is…

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The Manager who Coaches – Customer Experience Magazine

Let’s define coaching in the workplace when you’re a manager. Coaching is a purposeful, ongoing, one-to-one dialogue between a manager and the line employee for the purpose of developing skills and performance, and enhancing potential. It is distinctly different from performance assessment because it focuses on encouraging, motivating, and guiding the protégé to achieve higher…

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How Healthcare Providers Are Looking to Improve Customer Experience

By Phil Britt Healthcare providers are exploring different ways to improve customer — in this case, patient — experience, to make different aspects of planning and receiving treatment more convenient. These efforts are providing unexpected internal benefits as well, said Greg Poffenroth, director of customer experience at West Monroe Partners. Bringing the Retail Experience to Healthcare Depending…

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