Technology is shaping the patient experience. That experience starts with how patients choose and search for providers. According to research by ReviewTrackers, 66 percent of consumers say online reviews are “influential” or “highly influential” when choosing a local primary care physician. And on top of that, 35 percent of all searches are local, according to…

When TD Bank first launched its new person-to-person payment service in its mobile app, the first shortcut button in the app was set as “Send Money.” Customers didn’t like this. TD Bank found that out with the help of customer feedback through social media and other channels. So the bank listened to its customers and…

The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM, only 43 percent of consumers trust the insurance industry. In fact, this lack of trust in insurance providers has remained above 50 percent since 2007. Accenture, meanwhile, notes that digital customer communications…

Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Business insurance company Hiscox innovates the customer experience. Subscribe to receive these stories and more every week in your inbox. Fear doesn’t last as a tool for motivation. That’s according to…

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. CX is also a great competitive differentiator, helping companies respond…

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Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. They’re also a key source of information for customers when searching for a restaurant. Customers are 43 percent more likely leave a review after a positive experience at a restaurant…

Not all consumers are passionate about the environment. The consumers who are, however, care about how your company invests in environment-friendly practices. According to a survey by Pew Research Center, 74 percent of adults in the U.S. say that the “country should do whatever it takes to protect the environment.” In addition, 4 in 10 Americans identify themselves…

Given the realities of today’s customer-led market and real-time customer feedback, it’s more critical than ever for brands to track, monitor, and listen to what customers are saying online. It’s not always easy, however, to get a handle on what they’re saying — and where they’re saying it. With so many platforms and channels to…

There is a vital shift happening right now in healthcare. People are bringing technology-fueled expectations to their patient experience, and they are demanding innovation in the way care is delivered and managed. Just like in retail, travel and transportation, financial services, automotive, and nearly every industry, the old fee-for-service and fix-what’s-broken approach is no longer…

8 Killer Local Marketing Tips You Probably Haven’t Tried

A strong local marketing strategy can help smaller businesses stay competitive in markets and communities that would otherwise have been dominated by bigger brands, franchises, and chains with money to spend. It levels the playing field, so to speak, and creates an opportunity for any company — regardless of size — to build and grow…