Should you consider pricing as part of the customer experience?
It seems so simple, but it’s really not! So I’m glad someone has asked me about this. The short answer is yes. But what does this mean, exactly?
It’s easy enough to just experiment with pricing based on the market, what works, what sells, etc.
What’s your customer experience mission?
The “Customer Experience” is finally catching on! But it seems most business leaders have only a basic understanding of the phrase. When we get right down to it, they have a tough time determining what should be included in the customer experience mission.
Everybody wants loyalty, but not everybody is willing to do what it takes to get it.
Many business owners forget that behind the computer screen is a human being who thinks he or she deserves all the attention in the world and, if you don’t provide it, they’ll bury your brand in the “forgotten businesses graveyard” in less than a New York minute.
There’s way too much competition out there to think your customers will remain loyal forever. Forget it. If you neglect them, they’ll throw you away.
In this digital-era, there are so many of your customers who have access to the internet. A platform that could either be your friend or foe. Online reviews and feedback can have such an influence on your business that it will encourage you to adapt to the new generation of spenders. Your goal with all the influx of online reviews and opinions is to turn it into customer loyalty.
Many hospitals, including the Cleveland Clinic, are implementing a variety of strategies to improve the patient experience —an issue that’s rapidly becoming a top priority in health care. The Accountable Care Act now links performance related to patient-experience metrics to reimbursement. For the first time, the pay of hospitals and eventually individual providers will be partly based on how they are rated by patients. Few disagree on the importance and the need to be more patient centric, but what exactly is the “patient experience”?
Customer centric leaders come in all shapes, forms and sizes. I’m just kidding, they aren’t products that you can pick from a supermarket shelf. Nevertheless, they all have one thing in common: a profound passion to serve the customer and give them the best experience possible. Not all customer centric leaders possess the skills that they should, but these are skill is one that can be acquired.
Learning from some of these global customer centric leaders you too can streamline your company to become customer centric and work from there.
Being able to empathize with customers is an essential part of great customer service. Empathy only when you see tears is customer service incompetence. You have left emotional scars. The damage to trust is done.
Setting customer expectations is a simple way to greatly improve the quality of your customer service. Sadly many companies fail to train their staff to successfully set the expectations of their customers. The result is that their customer is left frustrated and often angry at not receiving the service they expected.
How eating Wagyu beef at $34.38 per ounce taught me about Plastic Surgery patients-meeting expectations, having confidence in my abilities and conveying that confidence to my patients,and looking at my patients as family members that will always refer to me and return for future care.
Author: Dr. Roy Kim
Marketing is the first step towards sales, but it is customer experience that brings profits to a business. How Do You Turn Customers into Raving Fans? Marketing only helps you to bring first time customers. It is the experience associated with your product, customer service, and the brand that will bring customers back to you.
When you think about the best customer service experiences you’ve encountered, they’re likely the situations where you didn’t have to think about customer service at all. Think: the hotel you stayed in that upgraded you before you asked, the doctor’s office that called you about an appointment that opened up, the mechanic that washed and vacuumed your car after your service.
Service quality is a crucial factor for your patient experiences, isn’t it? Are you clear why customers choose your practice? Related to the experience you have provided? More often than not it is why patients stay with you. It is surprising to me how many Physicians aren’t clear on this question.
So what constitutes a great customer experience?
I came across this blog post and loved it so I wanted to re-post it.