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
Click here to read the full article and dive into each step.
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 >
When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer experience. (There’s a worksheet below to help you get started.)
Imagine a day in the life of a typical American consumer… Read More >
By Sean L. McCarthy
The next time you go in for your check-up, look at your doctor’s office, and see some of the little changes that have sprouted up in the past few years. Free wi-fi for moms, dads, and busy students. Nurses may be toting around tablets instead of clipboards. And once you get your prescription, you can fill it in the same building… and get a skinny, 20-ounce latte with a double shot of espresso while you’re waiting for your medication to get filled.
Read More >
By Doug Thompson, Director of Product Management and Development, West Interactive
The customer service formula of yesteryear fades further into obscurity every day. Wait for a customer to become agitated, take their call, and then play damage-control. This didn’t jibe with customers even when landlines were the norm, and it’s simply unacceptable now — especially while Joe Schmo compares his interaction with an electric company to Zappos’ swiftness earlier in the week.
We get it: In an industry where unforgiving circumstances dictate all, creating a consistently rewarding customer experience can feel a lot like bailing water out of a sinking ship. Read More >
We are proud to announce that four SchoolMessenger products have recently been recognized by the Software & Information Industry Association (SIIA) for the 2016 CODiE Awards. A staple within the software and information industries for over 30 years, SIIA has a history of identifying quality customer solutions.
These four West solutions have been recognized and are in the running to win the number one spot in the award categories listed below them: Read More >
The imperative to meet customers’ ever-increasing demand for speed, convenience and personalization (with complete accuracy) can make data security and compliance a major concern. This is especially true when dealing with highly sensitive material, like protected health information (PHI) in the Healthcare industry.
Sensitive information calls for a sensitive touch. Having the right people on your side makes all the difference.
The Health Information Trust Alliance (HITRUST) has created the Business Associate Council (BA Council) to ensure continual collaboration among healthcare associates and to provide a much needed forum for organizations seeking to stay ahead of security risks. This council will enable organizations to agree on an appropriate set of requirements to achieve greater compliance efficiencies and reduce overall costs to business associates. Read More >
By Brian Cooper, Patient Engagement Strategist, West Healthcare
Lexus is the most dependable car brand on the market today, according to J.D. Power & Associates. It has ranked the highest in vehicle dependability for five consecutive years.
What does this have to do with healthcare? A lot, when you consider the changing landscape of our healthcare industry.
We are entering a world where consumers’ experience with the care they receive matters more than ever before—and where ratings like those by J.D. Powers could soon become a reality for health systems across the United States. We are entering a world where consumers expect the same level of service and quality that they receive in other industries. We are entering a world where consumers are beginning to ask themselves: “Why should I buy healthcare from you as opposed to your competitor down the street?”
Healthcare organizations are competing ever more fiercely to gain and retain patients’ business—and first impressions are critical. That’s why the patient’s experience when reaching out to your healthcare organization seeking to do business with you is so important. That’s why a modernized access center (a centralized scheduling or contact center) is critical both for differentiating your organization and for preventing leakage. 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 >