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 (VBP) program). According to QualityNet,…
Blog Archives
A Good Patient Experience Does not Start with Medical Spending
Tagged with: best practices, healthcare, medicare, VOC programs
Posted in Customer Experience Management, Patient Experience, Patient Satisfaction
Posted in Customer Experience Management, Patient Experience, Patient Satisfaction
Big Data has Big Implications for Customer Experience Management
Unless you have been living under a rock, you know that Big Data is the latest buzz word in the world of business. The concept of Big Data is broad one and I consider it an amalgamation of different areas…
Visualizing Product Quality and Customer Service Quality
I recently wrote about (and visually illustrated) the different types of customer loyalty in customer experience management programs. In that post, I showed how factor analysis can be used to help us understand the measurement and meaning of customer loyalty. In this week’s…
Tagged with: advocacy, analytics, Factor Analysis, VOC programs
Posted in Big Data, Customer Experience Management, Customer Surveys, Relationship Surveys
Posted in Big Data, Customer Experience Management, Customer Surveys, Relationship Surveys
Four Things You Need to Know about Your Customer Metrics
A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business metrics, including operational, financial, constituency and customer metrics (see Figure 1). The quality of customer metrics necessarily impacts your understanding of how to best…
Tagged with: analytics, Customer Experience Management, VOC programs
Posted in Customer Experience Management, Customer Metrics
Posted in Customer Experience Management, Customer Metrics
B.O.B.’s Top 10 Blog Posts of 2011
I hope you are all having a great holiday season with your loved ones. I would like to take this opportunity to look back on the previous 12 months and look ahead to the new year. Although I have been researching,…
Tagged with: Customer Experience Management, EFM vendors, VOC programs
Posted in Customer Experience Management
Posted in Customer Experience Management
The Good. The Bad. The Twitter: An Open Letter
The content of this blog post is an email I sent to Twitter. I wrote the email in response to a poor customer experience I had with them a couple of months ago. Because my experience occurred through their support…
Tagged with: Customer Experience Management, Twitter, VOC programs
Posted in Customer Experience Management
Posted in Customer Experience Management
Asking the Right Customer Experience Questions
Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge practices to engage with today’s empowered customers. The speakers showed how you can create a compelling customer experience that gives…
Tagged with: Customer Experience Management, RAPID Loyalty, VOC programs
Posted in Best Practices, Customer Experience Management, Customer Loyalty, Relationship Surveys
Posted in Best Practices, Customer Experience Management, Customer Loyalty, Relationship Surveys
Simplifying Loyalty Driver Analysis
Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the…
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