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Tag Archives | patient experience

New Book, Total Customer Experience, Now Available on Amazon

My new book, TCE - Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on  The book, available in both a Kindle edition and a paperback edition, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help businesses improve the customer experience and increase customer loyalty. About […]

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Top 10 B.O.B. Blog Posts of 2012: Big Data, Patient Experience and Customer Metrics

The field of customer experience management (CEM) has seen much growth in 2012. I tried to keep pace with this growth which, I hope, is reflected in the content of my blog posts this past year. My posts included a variety of topics, ranging from how Big Data principles can help the field of CEM […]

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Evaluating Hospital Quality using Patient Experience, Health Outcomes and Process of Care Measures

Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing Program). Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of their […]

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