Healthcare payers are undergoing a seismic shift in how they attract and retain members. Improving overall customer experience (CX) and engagement creates loyalty, reduces churn and boosts plan ratings and reviews.
CX leaders in the health insurance industry, like UnitedHealthcare, are listening to member feedback and using this to change marketing tactics, identify cost-saving opportunities, transform customer service models and accelerate product innovation.
For Consumer Packaged Goods (CPG) companies, success comes when you can drive growth and shape demand through brand strength, product innovation, and consumer loyalty.
Because retailers and distributors are a critical part of this equation, it can be difficult to pinpoint why a particular product is under performing or exceeding expectations. That’s where customer feedback comes in.
By listening to customer feedback, you learn what you need to know so you can deliver a steady stream of products that meet consumer needs.
It is easier than ever for customers to switch banks when they feel poorly treated. Improving customer experience (CX) can create loyalty and yield real revenue growth. Even moderate investments in customer experience can pay off, with average annual revenue increases of $852 million over 3 years for large banks*.
CX leaders in the banking industry are using customer experience as a key differentiator. With Clarabridge, they consolidate and analyze all customer feedback: surveys, call center interactions, complaint files, online reviews and more. Insights from Clarabridge help banks tailor products and services, personalize customer experience, and optimize the customer journey across all channels.
* Temkin Group Insight Report: ”ROI of Customer Experience, 2016
Hospitality & Travel
In the hospitality industry your reputation is everything. A good reputation drives bookings – and understanding guest feedback is the key to creating great experiences that build reputation.
That’s hard because feedback is everywhere – review sites, social media, comment cards, satisfaction surveys, and more. You need to understand what your guests are saying on every channel to make sure they keep coming back.
Once you have this feedback, the ability to quickly take action is critical. The faster you can resolve guest issues through a defined process, the more you can decrease operational costs and ensure that future guests don’t encounter the same problems.
Customers are interacting with you across many different channels—in-store, online, on social media, through the contact center, and many other ways.
Most businesses operate in silos and are therefore unable to truly understand the complete customer experience. While customers may love shopping in your stores, a shipment delay or failure from a website purchase could turn them off from doing business with you altogether.
The only way to have a complete, 360-degree understanding of customer loyalty is to analyze feedback from all touchpoints in aggregate.
Technology consumers are tough. They expect your products to not only work, but to delight them. How can you be sure that you are giving them what they want?
You need to have a thorough view of customer requirements, a reliable way to hear about problems as soon as possible, and a process in place to engage with customers so they know you’ve taken care of their issues.
The battle to win and retain customers is fierce in your industry. You’re likely investing billions of dollars in infrastructure and services to build an attractive offering.
How do you know if these investments are yielding the desired results? Only when you understand what customers are truly looking for in a telecom services provider can you deliver packages and offerings that attract and retain customers.
The good news is that your customers are vocal about their needs and wants, so the key is to simply understand their feedback.