Today, 59% of all consumers feel companies have lost touch with the human element of customer experience. That makes it crucial that the technology supporting human interaction is unobtrusive and works seamlessly across platforms. Human interaction matters now-and 82% of U.S. When customers’ expectations are met or exceeded, companies gain measurable business benefits-including the chance to win more of their customers’ spending dollars.Įxcellent customer experience starts with superior employee experience But these advances don’t matter much if speed, convenience and the right information are lacking. They want the design of websites and mobile apps to be elegant and user-friendly they want automation to ease experience. Customers expect technology to always work and often don’t take notice of it (unless it’s malfunctioning). While many companies focus significant time and money on design that pops or cutting-edge technology to wow customers, these aren’t as essential to the experience equation as many companies believe. Prioritize technologies that provide these benefits rather than adopting new technologies for the sake of being cutting edge. Nearly 80% of American consumers say that speed, convenience, knowledgeable help and friendly service are the most important elements of a positive customer experience. Get the must-do’s right first (right now) Healthcare companies must integrate customer experience into their overall strategy and put customers at the center of every decision they make in order to succeed.īlake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future. The future of healthcare is customer-centric. The goal should always be to allow patients to access care in the way they prefer and that is most convenient for them. To meet the new demand, healthcare companies must continue to build out their telehealth capabilities and refine the technology for a smooth experience. The seismic shift will stick around after the pandemic as customers experience the convenience of being able to visit their doctor from the comfort of their own home. Since the pandemic began, there are now approximately 530,000 telehealth claims per month, and about 47% of those claims are for mental health. Klingler says that before COVID-19, Blue Cross Blue Shield received approximately 200 telehealth claims per day. Telehealth has long been touted as the future of healthcare, but the pandemic has pushed it to the forefront. In many cases, this has meant moving from seeing patients in person to treating them virtually, especially for elective or routine treatments or questions. In a matter of days or even hours, healthcare providers have had to pivot to change their approaches to managing, communicating with and treating patients. Perhaps more than any industry, healthcare has been dramatically affected by the COVID-19 pandemic. A proactive approach to personalization also allows healthcare organizations to prevent conditions in patients and treat current conditions before they worsen and potentially become chronic. This potentially life-saving approach is impossible without a strong data system and knowing customers individually. Many healthcare companies have been proactively reaching out to patients who are at higher risk for COVID-19 or who live in hotspots to ensure they get the care they need before it’s too late. Personalization is more than just saying a customer’s name three times during a call-it’s leveraging a wide variety of data to understand them individually and proactively meet their needs. At the same time, they want an ally they can trust to walk them through the complicated world of healthcare and ensure they are getting the most out of their plan and the right kind of treatment. Their healthcare needs are unique, and they want to receive individual advice and communication. Customers are tired of being treated the same as everyone else.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |