What do car dealerships, hotels and clinics have in common?
From my point of view, the customer experience (or patient experience in the healthcare sector).
We’ve all had to deal with a bad customer/patient experience at least once in our lives (usually more than once, otherwise it wouldn’t really matter to us). Staff who don’t listen, who prefer to drink coffee instead of being helpful, or worse, who lack politeness! I hear, read and experience these examples every day.
This bad experience has several impacts on the company or institution. On a digital level, it’s very easy to publish a negative comment that will directly imply mistrust and/or non-recommendation. The consequence will be felt in the flow of business, as word-of-mouth between your own customers that works against you is never in good taste!
In order to promote a better experience, I provide several solutions related to the 3 key moments:
- Phase 1: Before => pre-visit / pre-purchase: Digital experience
- Phase 2: During => visit / purchase: Physical experience at the point of sale / on site
- Phase 3: After => Post-visit / post-purchase: Physical and digital experience
Have you noticed a decline in your quality of service?
Or do you need to offer a better experience to position yourself better against your competitors?
The customer/patient experience is a fascinating field of experimentation, where the methods applied for some may not suit others, so the response must be tailor-made.
You’ve run a communications campaign and would like to take stock.
How do you measure the impact of your campaign?
You may already be using Google Analytics, which offers a quantitative approach based on KPIs relevant to your business.
In addition, you may be thinking that an approach that puts words in front of numbers could help you in your analysis.
This would give you a more objective picture of the image your target audiences perceive of your campaign, and help you make the right decisions.
How about a listening approach?
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