Two Maids and a Mop

The way in which a consumer engages with your brand is one of the major factors that determine your company’s success. Customer engagement is about giving the customer something meaningful with every single interaction with your brand, throughout the entire customer experience. To be truly effective, engagement must be consistent across all business locations. That’s…

How to change customer experience in healthcare - ReviewTrackers

81 percent of consumers do not like or are not satisfied with their healthcare experience, according to a study by GE and Prophet. There’s a gap between the level of quality the provider thinks they deliver and the level to which customers are actually satisfied with their experience. So what can hospitals do to completely change…

It takes all members of a marketing team to be productive for success. When all the members of a marketing team become more productive, companies can attract more customers and teams will have more time to do the things that matter – creating engaging copy for campaigns, hosting events, or building relationships with customers. There…

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…

customer-success-hwy-55

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…