Do you truly understand what your customers, patients, residents, or clients really want in their experiences? Are you struggling with your mission statement, values, and principles to lead your organisation into a new phase of growth or stability?
If you’re eager to explore the transformative power of Purpose in the realm of customer and patient experiences, don’t miss our upcoming webinar.
Join us on September 28th for an engaging webinar with Alan Forbes, the CEO of Patient Experience Group and one of Australia’s most trusted advisors to senior Healthcare executives. Alan will explore the important role of Purpose throughout the customer experience journey, using the patient experience as an example.
In this webinar, Alan will detail the common pitfalls and misconceptions surrounding patient expectations and unpack some challenges that have trapped various businesses in substandard experience delivery.
In this webinar you will learn:
How to redefine your own organisations’ purpose to focus on patient experiences
Why changing mindsets around how we understand and explore patient experiences is critical
What to consider when you are developing strategies for change
As a thought leader in the healthcare industry, Alan shares expertise and insights with audiences worldwide, inspiring and guiding them to break through siloed thinking and foster an all-inclusive approach that prioritises the patient. As CEO of Patient Experience Group, he has worked with healthcare organisations of all different shapes, sizes, and specialties; from aged care to large hospitals and even private practice, delivering innovative solutions and positive change. In his book, “The Patient Experience,” he offers practical strategies and actionable steps to enhance patient satisfaction and organisational success. His mission is to empower forward-thinking executives to provide the best possible experience for their patients and staff and ensure the utmost confidence in their organisation.
Employees are the ones who build trusted relationships with customers – who communicate with them every day, pick up on unspoken cues, receive immediate feedback and notice common issues that arise.
Too often, though, these valuable insights go unnoticed. Many traditional feedback programs treat the customer and employee as separate channels, focussing solely on the voice of the customer and their experience (VoC) or the voice of the employee and their satisfaction levels (VoE).
What’s missing is the informed perspective of employees who are actually with customers as they are experiencing services. This direct relationship is not only rich with insight, but pivotal to shaping an organisation’s culture.
By keeping VoC and VoE in silos, organisations aren’t able to access ‘on the ground’ feedback about the service they provide. They also miss an opportunity to support staff members, and empower them to provide a better customer experience.
The value of VoCE
Organisations are beginning to recognise the importance of both the voice of the customer and employee, with VoC and VoE programs becoming far more integrated than ever before.
A new perspective – the voice of the customer through the employee (VoCE) – is emerging: a practical method that seeks feedback from frontline employees regarding key elements of the customer experience.
We’re already seeing that combining VoC and VoE into a new program has two clear benefits for many organisations.
Benefit #1: better customer insight
Employees offer a view into customer experience that organisations may not be able to get from feedback forms alone. By asking team members what they think will make customers happier, organisations gain knowledge about how people really feel about their overall service offering.
Employees are also able to recognise patterns in customer experience, such as issues that continually arise over time, certain themes that emerge from feedback, and whether there are common pain points in service provision.
This can help organisations understand which underlying processes are failing, and act to resolve issues faster.
Benefit #2: more engaged staff
Studies reveal organisations that actively engaged employees lead to 233 percent higher customer loyalty rates. Furthermore, employees that feel their voice is heard are 4.6 times more likely to feel empowered to do their best work.
The connection is clear: motivated and engaged team members are in a better position to provide a service that customers are happy with.
A strong VoCE program is a powerful way to show employees that you’re listening to them and supporting them. If they are involved in the implementation of better customer service, they will feel like they hold the power to drive real change and build a better more customer centric culture.
In summary
By combining VoE and VoC in one program, you can gain valuable insight through the perspective of your employees. Then as a second step, analyse the data provided to drive continuous improvement and deliver better outcomes.
Done right, this can help you refine practice, create aspirational change and hone both your employee and customer culture for the long-term.
Join the CX Forum community to stay up-to-date with the latest in customer experience and learn from global CX experts.
Accessibility is a crucial but often overlooked aspect of customer experience. According to the World Health Organization, approximately 15% of the world’s population experiences some form of disability, and over 1 billion people are aged 60 years or over. Inclusive feedback collection is not only an ethical requirement but a business requirement for companies that want to deliver exceptional experiences.
Join us on Wednesday, 23rd August, as we are joined by Emma Goodsell, Customer Success Manager at CarePage Business, to explore the power of technology in delivering accessible and inclusive VoC programs.
This webinar will cover innovative survey platforms, interactive question formats, and accessibility features that enhance participation and engagement for all customers.
Participants will gain practical insights on leveraging technology to collect comprehensive feedback and improve inclusive customer experiences.
In this webinar you will learn:
How to identify the accessibility requirements of your target audiences
The best tools and technology to use to ensure your feedback collection is accessible
How to design accessible survey questions
The key accessibility features that enhance participation and engagement
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
About the speaker:
Emma Goodsell Customer Success Manager at Carepage Business
Emma is a key customer success professional at CarePage Business. With her expertise in managing the rollout, training, and implementation of CarePage’s customer experience software, Emma empowers aged care providers to harness inclusive and accessible tools for tangible evidence of CX in real-time. Her passion for the aged care sector and dedication to making a meaningful difference drives her to work closely with providers, designing and developing strategic voice of customer programs that have been tailored to their unique audiences. Join Emma in our webinar as she shares insights and strategies on how to leverage technology for inclusivity and accessibility in CX measurement.
In the wake of the global pandemic, the world has experienced a profound shift in how we live, work, and interact with businesses. As businesses navigate the uncertainties and challenges of a post-pandemic world, one thing has become abundantly clear: customer experience has emerged as a critical factor that can make or break a company’s success.
The pandemic has not only transformed the way businesses operate but has also reshaped customer expectations and behaviours. Customers are now more cautious, digitally empowered, and discerning than ever before. As the world gradually recovers, organisations must recognise the pivotal role that customer experience plays in establishing a competitive edge, fostering customer loyalty, and driving sustainable growth.
In this blog post, we delve into why customer experience matters more than ever in our rapidly evolving post-pandemic landscape and discover the opportunities it presents for businesses to build resilience, customer loyalty, and long-term success.
Customer expectations have evolved.
Customer expectations have undergone a significant transformation in the post-pandemic world. The prolonged lockdowns, social distancing measures, and reliance on digital channels have profoundly impacted how customers interact with businesses. Convenience, safety, and seamless digital experiences have become paramount in this new landscape. Customers now expect companies to provide frictionless online transactions, personalised interactions, and efficient delivery options. Moreover, they demand transparency and proactive communication regarding health and safety measures businesses implement. The post-pandemic customer seeks a product or service and an end-to-end experience that aligns with their evolving needs and values. As companies adapt to these changing expectations, investing in strategies prioritising customer-centricity and delivering exceptional experiences at every touchpoint becomes crucial.
Customer loyalty is more challenging to earn.
Earning customer loyalty has become an even more challenging endeavour in the post-pandemic world. The disruptions caused by the global crisis have prompted customers to reevaluate their brand loyalties and shopping behaviours. With the proliferation of online options and the ease of switching between brands, customers now have more choices. They are more willing to explore alternatives and less forgiving of bad experiences. In this fiercely competitive landscape, businesses must go above and beyond to win and retain customer loyalty. More is needed to offer a quality product or service. Instead, organisations must invest in building genuine connections, fostering trust, and consistently exceeding customer expectations. By prioritising customer-centric strategies, leveraging data-driven insights, and continuously adapting to changing needs, businesses can cultivate the loyalty of their customers and secure a sustainable competitive advantage in the post-pandemic world.
Online reviews and word-of-mouth are more influential than ever.
In the post-pandemic world, online reviews and word-of-mouth have become more significant than ever in shaping the customer experience. With increased reliance on digital platforms, customers now have a wealth of information at their fingertips, allowing them to make informed decisions before engaging with a brand. Online reviews and word-of-mouth recommendations carry immense weight, serving as virtual testimonials that can either attract or deter potential customers. Positive reviews and recommendations can boost a company’s reputation, instil trust, and drive customer engagement. Conversely, negative reviews can quickly damage a brand’s image and deter potential customers. In this context, businesses must actively monitor and respond to online reviews, ensuring customer feedback is acknowledged and addressed promptly. By leveraging the power of online reviews and encouraging positive word-of-mouth, organisations can amplify their customer experience efforts, build brand advocates, and establish a strong foothold in the competitive post-pandemic marketplace.
Businesses need to be ready to take action.
To adapt and deliver a better customer experience, businesses must be proactive and shift strategies and tactics to meet changing customer expectations. Personalisation is paramount. Companies can use customer data and analytics to tailor their offerings to individual preferences and provide relevant recommendations, creating a more engaging and personalised experience. Actively seeking and acting on customer feedback is also crucial. Regularly collecting and analysing customer insights can identify pain points, uncover opportunities for improvement, and drive innovation. By embracing a proactive approach, businesses can adapt, thrive, and deliver exceptional customer experiences in the post-pandemic world.
Focusing on customer experience delivers a competitive advantage.
In a post-pandemic world, customer experience has emerged as the ultimate differentiator, providing businesses with the most effective means to gain a competitive edge. As customers’ expectations and behaviours evolve, companies that prioritise and excel in delivering exceptional customer experiences are poised for success. A superior customer experience goes beyond simply offering a product or service—it encompasses the entire customer journey, from initial contact to post-purchase support. By creating positive, memorable interactions, businesses can build trust, foster loyalty, and cultivate long-term relationships with their customers. Moreover, a great customer experience leads to positive word-of-mouth recommendations and online reviews, which can significantly influence the purchasing decisions of others. By investing in strategies prioritising customer-centricity, personalisation, convenience, and continuous improvement, businesses can differentiate themselves, drive customer loyalty, and secure a sustainable position in the post-pandemic marketplace.
As we navigate the ever-changing landscape of a post-pandemic world, one thing remains abundantly clear: customer experience matters more than ever. Organisations can establish a competitive edge by prioritising customer-centric strategies, investing in digital transformation, and leveraging the power of online reviews and word-of-mouth recommendations. Moreover, delivering exceptional customer experiences fosters loyalty and builds brand reputation and advocacy. It is the key to creating lasting connections with customers and ensuring long-term success in a highly competitive marketplace. So, let us embrace this new reality, invest in our customers, and create experiences that exceed their expectations.
Join the CX Forum community to stay up-to-date with the latest in customer experience and learn from global CX experts.
In today’s fiercely competitive business landscape, customer-centricity has become a critical differentiator for organisations aiming to thrive and sustain long-term success.
Customer-centric is not just a buzzword; it represents a strategic approach that places customers at the heart of every decision and action. By aligning the organisation’s values, processes, and mindset with the needs and expectations of your customers, you can foster loyalty, drive innovation, and ultimately achieve sustainable growth.
While the business benefits of customer-centricity are clear, data from CMO Council indicates that only 14% of marketers believe customer-centricity is their hallmark. Only 11% believe their customers would see them as such.
Despite technological advancements making it easier to connect with customers, many organisations have found switching to a fully customer-centric approach challenging.
In this blog, we will explore seven practical steps to help companies to create a holistic customer-centric culture.
Define and communicate your customer-centric vision.
A clear and compelling vision is essential to guide your organisational journey towards customer-centricity. Defining what customer-centricity means for the organisation and creating a vision statement that encapsulates your commitment to delivering exceptional customer experiences. Communicate this vision effectively across all levels of the organisation, ensuring that every employee understands and embraces the customer-centric philosophy.
Develop a customer-focused mindset.
Building a customer-centric culture starts with cultivating a customer-focused mindset among your employees. Encourage empathy and a deep understanding of your customers’ needs by regularly sharing customer feedback and success stories. Promote a sense of ownership by empowering employees to make customer-centric decisions, even at the front lines. Foster a continuous learning and improvement culture, where employees are encouraged to gather insights and proactively seek ways to enhance customer experiences.
Foster cross-functional collaboration.
Creating a customer-centric culture requires breaking down silos and promoting collaboration across departments. Encourage open communication channels and facilitate cross-functional initiatives and projects focusing on solving customer pain points and delivering value. Foster a sense of collective responsibility for the customer experience, as every interaction a customer has with your organisation should be seamless and consistent, regardless of the department involved.
Invest in customer understanding and insights.
To be truly customer-centric, you must deeply understand your customers’ preferences, expectations, and pain points. Invest in gathering customer insights through various methods such as surveys, interviews, and data analysis. Leverage technology and analytics to track customer behaviours and preferences, enabling you to tailor your products, services, and experiences to their needs. Regularly share customer insights throughout the organisation, ensuring customer data rather than assumptions drive decisions.
Empower and support your employees.
Your employees are the driving force behind delivering exceptional customer experiences. Empower them with the tools, training, and resources to meet customer needs effectively. Encourage a customer-centric mindset by incorporating customer satisfaction metrics into performance evaluations and reward systems. Recognise and celebrate employees who consistently demonstrate outstanding customer-centric behaviours and results. Support and nurture their professional growth by providing ongoing training and development opportunities.
Iterate and innovate based on customer feedback.
Customer-centricity is an ongoing journey, requiring a willingness to adapt and improve based on customer feedback. Establish mechanisms for collecting and analysing customer feedback, such as surveys, focus groups, and social media monitoring. Actively listen to your customers, address their concerns promptly, and iterate on your products, services, and processes based on their input. Involve customers in innovation by seeking their ideas and feedback, ensuring you stay ahead of their evolving needs.
Lead by example.
Creating a customer-centric culture starts at the top. Leaders must embody the customer-centric values and behaviours they want to see in their organisation. Lead by example by actively seeking and acting upon customer feedback, engaging with customers directly, and promoting a customer-first mindset. Ensure that customer-centricity is ingrained in the organisation’s mission, values, and strategic objectives, making it a top priority for everyone involved.
The shift towards becoming a truly customer-centric company is complex and takes time. However, if you want your business to excel, putting the customer at the centre of everything you do is the key to unlocking the true potential of customer value and growth.
Join the CX Forum community to stay up-to-date with the latest in customer experience and learn from global CX experts.
Join this webinar to learn effective approaches and strategies that help businesses to drive growth, create new innovations, and enhance customers’ experiences.
Date: Wednesday, June 21 Time: 9 AM EDT (UTC -4) / 4 PM EEST (UTC +3) Running time: 45 min
Are you continuously seeking ways to drive growth and innovation in your business while putting your customers at the center? If the answer is yes, this webinar is for you.
On June 21st, we’ll have an exciting webinar with Rachel Kaye, the Global Upstream Marketing Manager of Teleflex Medical – Urology Care, where we’ll revolutionize the way you approach business success with a strong focus on customer-centricity.
During this webinar, Rachel will guide you through the powerful strategies of Outcome-Driven Innovation (ODI) and Jobs-to-be-Done (JTBD) theory created by Tony Ulwick, emphasizing how these methodologies can help you identify and quantify your customers’ needs effectively.
In this webinar you will learn:
Identify and quantify your users’ needs using outcome-driven innovation and jobs-to-be-done theory
Bring outcome-driven decision-making into all aspects of marketing and customer experience
Understand the overserved and underserved needs of your customers
Create strategies that are agnostic to external variations in the market
Welcome to learn new ways to enhance your customers’ experiences and drive business growth!
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
About the speaker:
Rachel Kaye Global Upstream Marketing Manager at Teleflex Medical – Urology Care
Rachel is an integral part of Teleflex’s global marketing team. She is the marketing lead for the PLM of Teleflex’s complete Urology product portfolio, which includes both products for the hospital and homecare market. As a passionate Marketeer, she prides herself on her ability to make data-driven decisions and is on a constant quest to remove bias from her work. One of the main tools for that is JTBD & ODI methodology which she uses, in some form or another, on a daily basis.
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