A new Forbes Insights/American Society for Quality (ASQ) survey conducted in 2014 shows that while many companies solicit customer input, few really involve customers aside from simply receiving their surveys and complaints. Companies that genuinely involve customers are twice as likely to have world-class quality. This finding raises three questions: What is the difference between analyzing customer […]
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A surge in smartphone and Internet use has changed the way companies connect with consumers in a huge way: businesses can now gather an unprecedented amount of data on their customers from a greater number of sources and at a faster rate than ever before. For marketers, this means that gone are the days of […]
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The digital revolution is causing a sea of change in how organizations are building their customer support teams. Technology is removing geographical barriers that have traditionally restricted talent sourcing to local markets, enabling businesses to build flexible, distributed teams of top agents around the globe. Through this approach, companies are literally gaining access to a […]
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How TriHealth’s Bethesda North Hospital Learned to “WOW” Patients TriHealth is the integrated healthcare system that formed as a partnership between Good Samaritan Hospital and Bethesda Hospital, Inc. TriHealth is a full-service, nonprofit health system that provides a wide range of clinical, educational, preventive and social programs. Established in 1995, TriHealth is one of the […]
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In this age of real-time Tweets and Facebook rants, delivering a stellar customer experience is an integral piece of growing a business, building a brand and inspiring lifelong customer loyalty. Maintaining delightful service — particularly as your business grows — can be equally as important as delivering a great product. Whether your customer service team […]
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