So you think one bad customer experience doesn’t have impact on your brand or potential customers?
54% of respondents who had shared a bad experience said they shared it more than 5 times, compared to 33% of those who had shared a good interaction.
Check out the info on this study from Dimensional Research.
The Centers for Medicare and Medicaid Services (CMS) as well as private insurers now consider patient experience as an important quality indicator in pay for performance. Tools like HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) and CG CAHPS (Clinician & Group CAHPS for Accountable Care Organizations) were created to provide a standard methodology for measuring patients’ perceptions of their hospital and healthcare experiences. Significant dollars are at risk for poor performers.
How can you ensure a successful patient experience? Focus on seven essential components of patient experience program: Continue reading
Healthcare is seeing a rise in brand driven competition. And no wonder – across the U.S., competitive activity is intensifying as healthcare providers maneuver to position their organizations for success in a rapidly changing industry.
Brand strength is a core asset in competitive strategy. But there’s a big difference between a brand and a well-known name: it’s called leverage. Continue reading