By Mike Snyder, Director of Sales and Pharmacy Experience Strategist
Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >
By Chandler Harrison, Account Development Executive
Surprises are best reserved for birthday parties and bouquets. When disaster strikes, customers are actively seeking answers on the web, sending text messages and scouting out phone numbers to call.
Failing to adequately communicate during emergencies means risking potentially irreversible damage — starting on social media and ending at the bottom line.
Read More >
By Janet Mushrush, Director of Sales, Utilities
The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”
Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >
By David Cathey, Vice President, Utilities
The world runs on data. Data drives sales, justifies infrastructure improvements and provides a visual measure of success. And utilities can even use customer data to improve customer experience (CX).
Your company has data on everything. You know how many kilowatts you produce every month; you can predict volume; and you can use that data to suggest fair rates and important upgrades.
But how are you using customer data to reduce cost and improve CX? Read More >
By Mechele Herres, Business Development Executive for West’s Utilities Team
As much as utility providers may try to create exceptional experiences for their customers, one factor often gets in the way: payments. No one likes to see a bill in the mail, but with the right messaging, your payment process can improve customer experience (CX).
When everything goes right, utilities have little contact with their customers. That’s why every piece of your business’ communication ecosystem must work together to provide great CX. Of course, that includes billing messages. Read More >
You can’t control everything in business, but you can prepare customers and control how you respond.
When the weather starts causing trouble, the problems may not be your fault, but your customers will be looking to you for answers. And proactive communication will go a long way. Read More >
By Ben Page, Director of Sales and Customer Experience Strategist
From schools to corporations, you can find people buried in their smartphones. The ability to work, ask questions, shop, check finances and share your every thought on a mobile device has become the standard.
Technology is often blamed for widening the generational gap, but that same technology has created a new generation altogether: the self-service generation. This generation is motivated by independence and efficiency, and it spans all age groups. Read More >
This article originally appeared in Chain Drug Review, August 7, 2017
By Robert Dudzinski
Retail pharmacies need to maximize the full value of a key revenue stream: immunizations. While most pharmacy chains offer flu shots, the continued development of vaccines along with their expanded indications will be an important driver of revenue, customer loyalty and health outcomes. It will also improve the persona of pharmacy as an important provider of health care services to their customers.
Read More >
By Andrew Dill, Sales Executive for West’s Utilities Team
As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner.
That’s great. But in today’s experience-driven world, it may not be enough to satisfy your customers.
Read More >
Unrelenting customer evolution demands unrelenting customer experience (CX) optimization. In traveling along this line of thinking, inspirations to integrate the latest and greatest technologies often emerge before decision-makers take more obvious and immediately beneficial considerations into account. Sometimes, it’s the thoughtful, yet subtle investments that garner the highest returns. And solid consultative partnerships can help ensure these “ah-ha” moments don’t slip through the cracks.
For example, West recently identified two opportunities to increase self-service within a client’s interactive voice response (IVR) system. By making a few tweaks to this leading financial services company’s call flow, West set them up to save an estimated $5.4 million in the next year.
Read this case study to explore how conducting two strategic Champion Challenger tests has positioned West’s longtime partner to save big while providing a more rewarding CX — all while avoiding the need to sacrifice an abundance of organizational resources.