91% of consumers say the patient experience is very important to them—yet healthcare organizations continue to lag in their efforts to measure + enhance those experiences.
Download the report, which features Forrester’s February 2019 How To Build A VoC Program In Healthcare, for ways to build an insights-driven VoC healthcare program that improves patient loyalty + business outcomes.
As consumers gain more control over their healthcare dollars and decisions, providers recognize the need to deliver patient experiences (PX) that win trust, build loyalty, and bolster their brand.
In healthcare, as in retail, creating exceptional patient experiences requires close examination of every touchpoint. It calls for timely issue resolution. It also requires ongoing feedback—the kind that comes directly from patients’ mouths and illuminates opportunities to improve.
Yet as Forrester reports in “How To Build A VoC Program In Healthcare,” healthcare organizations (HCOs) are lagging in their efforts to measure and enhance the customer experience (CX). With antiquated feedback collection methods and a lack of a comprehensive measurement framework, HCOs must adopt more modern customer experience management (CEM) systems that provide real-time data and actionable insights in order to meet the evolved—and heightened—expectations of patients.
But not all CEM programs look the same. An SMG 2018 report on CX professionals shows only 27% are highly satisfied with their current program—meaning there is huge room for improvement. Successful programs deliver both technology and services that help the entire organization drive meaningful action, increase loyalty, and improve business performance.
In this age of consumer-centric healthcare, it’s more important than ever for healthcare organizations to include VoC data in their strategic planning and daily decision-making process.
Drive better patient
experiences (PX) with a
state-of-the-art CEM system
Measure yourself against
Forrester’s 3 phases of Voice of the Customer (VoC) maturity
Build your CEM program
to support ongoing
SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services — making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.