Archive | Customer Experience Management

Is the Importance of Customer Experience Overinflated?

By Bob Hayes on September 27, 2012 in Customer Experience Management, Customer Loyalty, Customer Metrics

Companies rely on customer experience management (CEM) programs to provide insight about how to manage customer relationships effectively to grow their business. CEM programs require measurement of primarily two types of variables, satisfaction with customer experience and customer loyalty. These metrics are used specifically to assess the importance of customer experience in improving customer loyalty. Determining […]

Big Data Provides Big Insights for U.S. Hospitals

By Bob Hayes on September 20, 2012 in Big Data, Customer Experience Management, Patient Experience, Patient Satisfaction

The U.S. government provides a variety of publicly available databases that include metrics on the performance of US hospitals, including patient experience (PX) database, health outcome database, process of care database and medical spending database. Applying Big Data principles on these disparate data sources, I integrated different metrics from their respective databases to better understand […]

Figure 4. Company Response to Specific Types of Issues

The Reliability and Validity of the Consumer Financial Protection Bureau (CFPB) Complaint Database

By Bob Hayes on September 19, 2012 in Consumer Financial Protection Bureau, Customer Experience Management

I was invited to present at the Federal Reserve Bank of Philadelphia’s Payment Card Center conference, Consumer Financial Protection Regulations: How Do They Measure Up?. Held last week in Philadelphia, this excellent two-day event was tailored around different aspects consumer financial protection to help advance the discussion of targeted design and outcome measurement as central features […]

Customer Loyalty Measures Require Comprehensiveness and Clarity

By Bob Hayes on September 4, 2012 in Customer Experience Management, Customer Loyalty, Customer Metrics

Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers’ self-reported likelihood of engaging in future loyalty behaviors. Because self-reported metrics are necessarily fraught with measurement error, I have argued for using psychometrics as a way of evaluating these “soft” metrics. Psychometrics helps you understand the reliability […]

Figure 2. Patient Experience by Medicare Spending per Beneficiary

A Good Patient Experience Does not Start with Medical Spending

By Bob Hayes on August 29, 2012 in Customer Experience Management, Patient Experience, Patient Satisfaction

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, the purpoase of the VBP program is to promote better clinical outcomes for patients and […]

Table 2. Correlations between PX metrics and Health Outcome and Process of Care Metrics

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

By Bob Hayes on August 13, 2012 in Customer Experience Management, Patient Experience, Patient Satisfaction

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 […]

Map of US Hospitals and their Health Outcome Metrics

By Bob Hayes on August 8, 2012 in Customer Experience Management, Measurement, Patient Experience

Using publicly available hospital data, I developed a map to help you easily identify and understand how your hospital ranks with respect to two key outcome measures: 1) Mortality rates and 2) Re-admission rates. These outcome measures were used to calculate new outcome metrics (Survival Rate and Non-Readmission Rate) where higher scores reflected better performance […]

Map of US Hospitals and their Process of Care Metrics

By Bob Hayes on August 7, 2012 in Customer Experience Management, Measurement, Measurement Precision, Patient Experience

Using publicly available hospital data, I developed a map to that ranks US hospitals with respect to how well they follow guidelines, standards of care or practice parameters. This process of care metric is based on medical information from patient records that reflects the rate or percentage across 12 procedures related to surgical care. These percentages […]

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