Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a note about the importance of the existing customer feedback platforms. Subscribe to receive these stories and more every week in your inbox. Online reviews are important in attracting new customers, improving customer…

It’s one of the phrases that have risen to the top of many a business agenda. A rapidly growing amount of companies and executives are talking about it, to be sure. And its place on businesses’ lists of investment priorities is higher than ever.  What is Customer Experience Management? Customer Experience Management (CEM or CXM)…

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017 Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. 36.4 percent of consumers agree that Google reviews, reviews on other websites, and local search rankings are the most important factors…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: McDonald’s Experience of the Future plan will reshape the company’s customer experience. Subscribe to receive these stories and more every week in your inbox. McDonald’s Experience of the Future global growth idea will launch in…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: What does banking of the future look like? It will be all about customer relationships. Subscribe to receive these stories and more every week in your inbox. Emphasis on Customer Relationships in Banking…

What is HCAHPS?

In healthcare, online review sites and social media have quickly emerged as one of the most heavily used platforms giving voice to patient feedback. Often, they also provide accurate online predictions of consumers’ patient experience at hospitals. Research studies show that patient ratings on widely used, publicly available healthcare review sites, significantly correlate with mortality and readmission…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a reminder to keep the customer at the center of the banking experience. Subscribe to receive these stories and more every week in your inbox. Strong relationships are the result of a consistent…