The healthcare industry in the United States has long been a dichotomy in its embrace of – and resistance to – technology. While some of the world’s finest technology is used to diagnose and treat all manner of illness, patients often have to complete paper forms in the waiting room and many doctors still take notes on paper medical charts.
America is getting older, and the healthcare system is buckling under the pressure. The double whammy of people generally living longer and the massive Baby Boomer generation creating the “largest-ever population of older adults in America” has necessitated a level of experience innovation in the healthcare industry that simply has no precedent.
Whether it’s bank interest rates, credit card rewards programs, sales tax or retail discounts, consumers are bombarded with numbers and math every day. Math, like politics, always seems to divide people (pun intended). Ask someone if they like math, and it’s usually either a confident yes or a strong no. In many consumer focus groups, the line “I hate math” is commonplace…
Former Chicago Cubs manager (and current Los Angeles Angels manager) Joe Maddon became a beloved figure in the city of Chicago, and his frequent quips – dubbed “Maddonisms” – were often quoted on T-shirts and in the media. Even as
Marketing is becoming a data-driven discipline and with good reason. But many companies are lagging behind this trend, putting performance and ROI at risk. It used to be that marketing was looked at as a “soft skill,” whereas the finance people were the real quantitative minds […]
Creating a Social Customer Care Philosophy is the first step to “Winning at Social Customer Care,” as outlined in my new book of the same name. A good Philosophy will be borne out of your company’s Vision, Mission, and/or Values,
Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that
Twitter has once again proven that customer service is the new marketing. Following up on last year’s groundbreaking study which revealed that customers are willing spend more with airlines that respond to service inquiries on Twitter, the social media giant
For the first time in its now four-year history, Social Media Marketing World introduced an entire track at its popular conference dedicated to Customer Service. Consisting of four unique individual sessions and two dynamic panel discussions, the Social Care Track
Social media is increasingly becoming a larger piece of the Customer Experience (CX) puzzle, meaning that a brand’s actions on social – both marketing and service – greatly affect the overall public perception of the brand. How Social Media Is