customer engagement

Blindspots to successCosmetic practices have all the bells and whistles —from new technologies to skilled practitioners. So, why are so many competing on price?
New NACDS Chairman Stresses Pro-Customer Leadership RoleNACDS’s Gourlay embraces leading the industry proactively through changing health-care industry.
When Going the Extra Mile isn’t Enough
When Going the Extra Mile isn’t EnoughWhat do you do about the customer who is never satisfied?
If Your Patients are Grumpy on Sundays and Happy on Thursdays, That May be Usual
If Your Patients are Grumpy on Sundays and Happy on Thursdays, That May be UsualIf your patients are grumpy on Sundays and happy on Thursdays, you may not be alone.
New study says consumers more satisfied with health plansHealth plans focused on communicating more effectively with their members got good news from the J.D. Power 2015 Member Health Plan Study, which showed a 17 point bump in satisfaction in the areas of information and communication.
Optima Health expands retail focus with customer service technologyOptima Health, which has seen a 500% increase in individual members since 2013, is using technology processes and platforms to monitor and automate the customer experience.
Medical Mutual of Ohio's loyalty program rewards local buyingRecognizing the potential impact of customer loyalty programs on local economies, Medical Mutual of Ohio has rolled out a program that rewards employees for 'buying local.'
Learning from the healthcare customer experienceToday, rating systems are driving consumer decisions in virtually every U.S. industry. A single “gold standard” for customer ratings has yet to emerge in healthcare, and providers and payers are focusing more than ever before on the customer experience – how patients evaluate everyday interactions with their care and service providers.