When I think of a hospital I think of fear and bad vibes. Patients are afraid of staff, and staff are scared of being sued. We think of aloof doctors and under-appreciated administration. Vulnerable patients are abrasively stuffed into a system that doesn't want them there.
The hospital that morphs itself into a luxury hotel, now that's something to think about. It all comes down to innovation and customer experience.
Here are 10 examples of customer experience innovation that transform the hospital to be more like a luxury hotel.
https://www.forbes.com/sites/blakemorgan/2018/08/21/10-examples-of-customer-experience-innovation-in-healthcare/#70466e5171ec/
UX design is all about providing your users with the information they’re looking for, and doing so in the cleanest and most intuitive way possible. However, in order to do this successfully, UX designers must understand how their visitors experience the website or mobile app; a task which can get a little sticky if they don’t have the right tools in place. In fact, I can think of one tool in particular that may consider to be an extremely important currency when it comes to UX design. Let me introduce you to user feedback…
https://mopinion.com/why-ux-designers-need-user-feedback/
In recent years, I’ve noticed my online shopping experiences have become more personalized. The data that online retailers have collected on me has been used to sell me the appropriate products at the appropriate time, creating an enhanced shopper journey. However, this trend has only occurred online and not in physical brick-and-mortar stores. So how do offline retailers adapt? During a recent panel discussion at the 2018 GMA Leadership Forum, this topic was discussed in-depth by retail industry thought leaders.
https://www.smartbrief.com/original/2018/08/innovating-customer-experience/
Twenty years ago, digital agencies’ goal was simple – convince brands they needed a web presence to succeed. These were the dial-up modem days. The “you’ve-got-mail” days. “Digital marketing” was a loosely sketched idea and existed only in the form of a desktop website and keynote speeches at tradeshows.
https://www.martechadvisor.com/articles/customer-experience-2/whats-next-in-the-customer-experience-cx-realm/
A common misconception among digital marketers is thinking that online user feedback and online reviews are one and the same. And we can’t exactly blame them. On the surface these two appear to be almost identical: both collect input (Voice of the Customer data) from online visitors and customers, both include user ratings or scores, both are used to build a loyal customer base, and so on. But the truth is, they serve two very different purposes…
https://mopinion.com/the-difference-between-online-user-feedback-and-online-reviews/
The role of digital marketing for customer experience, in particular, has become key with online and bricks-and-mortar retailers alike. The digital approach is helping them implement new strategic technologies to win new and retain existing customers.
https://techfinancials.co.za/2018/08/20/high-speed-connectivity-at-the-forefront-of-the-retail-tech-evolution/
Have you ever heard of the “forgetting curve”? A concept pioneered by German psychologist Hermann Ebbinghaus, it refers to the rapid deterioration of human memory over time. This decay is also called “transience”. Ebbinghaus’ research showed that humans retain only 25% of information after just two days of learning something. Research by the University of Waterloo says we retain only about 2%-3% a month after learning something.
http://customerthink.com/beyond-training-defeat-the-forgetting-curve-of-contact-center-agents-with-in-band-knowledge-and-ai-augmentation/
QYMarketResearch recently delivers a latest research report entitled “Effective Market Analysis of Global Customer Experience Management Industry 2018” which highlights the Customer Experience Management market size, comprehensive Customer Experience Management industry dynamics and high-tech updates of global Customer Experience Management market concerning Customer Experience Management industry challenges, risk, constraints, opportunities, cost structure and modern trends in the Customer Experience Management industry. This Customer Experience Management study guide consist of top Customer Experience Management manufacturers, Customer Experience Management market segmentation by Types, Application and Customer Experience Management market division based on geographical locations. The Customer Experience Management research report basically focuses on giving an in-depth Customer Experience Management research analysis and forecast for Customer Experience Management Market from 2018 to 2023.
http://timesofjersey.com/27350/global-customer-experience-management-market-trends-2018-2023-oracle-ibm-nokia-opentext-tech-mahindra/
Have you ever had a flight get cancelled for no reason? Landed in your destination but discovered your bags were at another airport? Have you been booked in the wrong hotel room?
These are all common experiences in travel, and they can be frustrating for travelers.
People love to travel for fun, work or adventure, but they are often faced with less-than-stellar experiences. What modern travelers really want are personalized experiences they can control. There is a big opportunity for innovation in travel, especially with new customer experience technology.
https://www.forbes.com/sites/blakemorgan/2018/08/16/10-examples-of-customer-experience-innovation-for-travel/#6bcf81042805/
As companies pour money into generating the seemingly elusive “word-of-mouth marketing,” it’s not just about celebrities and other influencers. Focusing on a great customer experience can result in fewer customers leaving a business and, perhaps more importantly, more customers advocating to their friends and families on a company's behalf.
https://www.forbes.com/sites/dangingiss/2018/08/16/11-customer-experience-experts-heres-how-to-get-customers-talking-about-your-company/#2a5f4bf526a5/
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