You can’t control everything in business, but you can prepare customers and control how you respond.
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.
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The smell of peppermint is beginning to fill the air, tunes on the radio are becoming undeniably festive and intricate lighting displays adorn houses before we have even carved our Thanksgiving turkeys. All these things make it clear that the holiday shopping season is upon us. This coming “Black Friday” marks the official kick-off, after all!
By Mike Snyder, Director, Interactive Services, West Corporation
Let’s face it, the healthcare industry is far behind other industries when it comes to customer service best practices. Other industries, even traditionally regulated ones such as telecommunications and aviation, have long since reoriented their operations with a core focus on the needs of the customer. More recently, retail businesses have focused intently on creating customized interactions via live calls, self-service contact center connections, and interactive mobile apps and web portals.
The good news for retail pharmacies is that among healthcare organizations, they are best positioned to take on this transformation. Their roots are in retail, giving them a leg up on customer experience and lifecycle, versus healthcare providers who have only recently begun to take metrics like patient experience ratings into account. Retail pharmacies now have a window of opportunity – when consumers with more skin in the game financially are seeking a go-to healthcare hub to deliver the same experience provided by the commercial world.
The caveat, however, is that even as retail pharmacies continue their march into more core provider services, such as case management for chronic conditions, they must look outside of the healthcare industry for best practices approaches to engage and delight the modern healthcare consumer. Read More >
Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.
Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >
Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:
… While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy…
Gordon highlights three big moves organizations can make to address this struggle:
- Evaluate where you are and where you want to be
- Identify gaps in communication between the two
- Prioritize next steps based on mutual value to the brand and customers
It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.[i] Furthermore, it’s predicted that mobile commerce will account for almost half of all e-commerce by 2018.[ii] Seasoned Silicon Valley gurus have even asserted a probable P.C. extinction as a result of the increasing functionality of mobile devices. Read More >
West is a proud recipient of Frost & Sullivan’s 2015 North American Product Leadership Award in the Contact Center Outsourcing Industry. In the wake of customers’ ever-increasing demand for self-service, mobility and an overall-outstanding customer experience, we are privileged to help brands deliver leading communication technology and winning engagement strategies.
Frost & Sullivan recognized West for innovative multi-channel notifications/alert solutions, clear commitment to building lasting partnerships, and accelerated client growth over the past two years. View the press release here.
They graded West’s overall performance based on a wide variety of criteria such as reliability, performance, design and positioning. West scored an overall rating of 9.00, with the closest competitor trailing at 7.75. Read More >