Blog: Customer Care
Recent Posts
The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star...
Customer experience (CX) and customer engagement may seem like different names for the same concept, but they aren’t. While companies sometimes use the terms interchangeably - and, even more...
Rivalries don’t just happen between opposing teams; sometimes, they can emerge within a single team. When they happen, these rivalries can cause tension, distractions, and disruptions - and impact...
With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has...
Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever...
We’ve all made it through a tough year, and some of the year’s unique challenges will help to shape a more meaningful future. 2020 was more than recognizing the new-normal; it was time...
Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital. But these days, patients have a...
The crisis brought on by COVID-19 required empathy, lots of it. The brands who succeeded showed they cared for their customers' wellbeing. Lauren Feehrer, president and founder of LoyaltyCraft...
As pharmaceutical companies move closer to developing a COVID-19 vaccine, there are massive logistical challenges in distributing, administering, and monitoring them. Organizations are moving...
With another surge of COVID-19 cases across the United States and elsewhere, the healthcare industry continues to feel pressured. Balancing the needs of patients and providers, plus the challenges...