Imagine a patient in a doctor’s office who waits for 45 minutes to see a physician. The patient’s name finally gets called by the nurse. The patient walks into one of the rooms. The nurse asks the patient what is wrong. He tells her he feels sick. The nurse then walks out of the room and…

It’s 2018. In all honesty, will you make dinner reservations at a restaurant without checking Yelp or Facebook? Will you book a luxury suite at a hotel without first consulting TripAdvisor? Will you entrust your health and well-being to a doctor without looking at her profile on Vitals or Healthgrades? And will you watch the…

Shep Hyken, customer service expert, author, and speaker, talked with us about the importance of online reviews and what it means to create a consistent customer experience. Why are Online Reviews an Important Part of Customer Feedback Management? Shep Hyken: There are typically two types of customers that leave online reviews: customers who love you,…

What is Review Generation? Review generation is the process of getting more customer reviews on your business locations’ online review pages, on sites like Google, Facebook, Yelp, and TripAdvisor, among others. This can be done by: Sending emails to customers asking them to rate and review your business. Including feedback forms or customer feedback surveys on…

Patient engagement is a term that’s kind of difficult to define. The meaning of “patient engagement” has expanded across the healthcare industry, and it’s necessary for providers to understand what it really means if they are to be successful at a time when consumerism is at the forefront of healthcare. According to the US…

Tipping has been one of the hottest and most widely debated issues in the last several years among executives in the U.S. restaurant and foodservice industry. Should restaurants include gratuity in the bill? Or leave it to restaurant-goers to decide for themselves? And then there’s the issue of service. Does tipping actually improve the quality…

App reviews play a major role in shaping user behavior. Not only are they a crucial source of information for smartphone and tablet users looking to download their next app; app reviews are also one of the key factors determining where a developer or an app ranks in app store search results. Most importantly, app…