by Amy Brown | Sep 23, 2019 | Call Center, Customer Experience, Market Research, Patient Experience
Why contact centers should be considered your richest source of insights. As an Operations Leader for the past 20 years, I always had responsibilities for the front line teams who communicated with our customers on a daily basis. A couple of years ago, as I was...
by Amy Brown | Sep 4, 2019 | Customer Experience, Patient Experience
According to renowned coach and speaker, Anthony Robbins, humans have 6 core basic needs. And, when it comes to customer experience–whether you are on the consumer or business side of the equation—you can see some of these basic human needs at play. (Image...
by Amy Brown | Aug 6, 2019 | Call Center, Customer Journey, Patient Experience
If you’ve ever spent any time on a river — particularly a river where there is a rapid current or white water — you have likely witnessed an eddy. An eddy is a circular movement of water, counter to a main current, causing a small whirlpool. It looks something like...
by Amy Brown | Jun 11, 2019 | Call Center, Customer Experience, Patient Experience
4 Questions to Consider Whether Your Company Goes Beyond the Numbers It may be true that “numbers don’t lie”, but they also don’t necessarily tell the truth. At least not the whole truth. And having a system that measures customer satisfaction or NPS is not the same...
by Amy Brown | May 29, 2019 | Customer Journey, Patient Experience
5 Things Known by Health Care Companies that Truly “Get It” Most of us have been patients, requiring the care of professional health providers, at least once or twice. The experience of being a patient is one of the most vulnerable roles we play in life. When we are a...
