This is part of a series of posts, written with my Bain colleague Maureen Burns, exploring the pioneering firms that are implementing Net Promoter System principles to make digital frontline experiences more human and delightful.
Loyalty Counts More Than Ever, Digital Edition Read More »
The Net Promoter System’s outer loop creates confidence that the company’s priorities support customer centricity—and that leadership is putting its money where its mouth is.
The Outer Loop – Net Promoter System Read More »
The key is enabling employees to get real-time feedback directly from customers.
People are looking for a definition that’s crisp, useful, and distinct from the definitions of other things that companies do. They are right and reasonable to ask for this — but collectively those of us who work to improve customer experience have failed to answer them.
Customer Experience Defined Read More »
The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the first national, standardized, publicly reported survey of patients’ perspectives of hospital care.
HCAHPS: Patients’ Perspectives of Care Survey Read More »
As formas de trabalho estão mudando, e a pandemia acelerou a adesão de alternativas digitais no segmento da saúde. Hospitais, clínicas e planos de saúde viram na Telemedicina uma oportunidade de transformar a Experiência dos Pacientes.
A Telemedicina na Experiência do Paciente Read More »
Os jobs to be done surgem e tomam forma na vida dos clientes e têm relação com os produtos por meio do Sistema do Progresso.
Como os Jobs To Be Done surgem e tomam forma na vida do cliente? Read More »
No mercado de hoje você precisa mais do que um produto de classe mundial para superar a concorrência – exatamente por isso é que os executivos da Mercedes-Benz dos EUA definiram um rumo para criar uma experiência do cliente que estivesse à altura de seus lendários veículos.
Just as the Chief Marketing Officer curates an experience to get the best lifetime value from customers, the head of HR can curate an experience to get the best lifetime value from employees.
Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. The truth must be told. Customer experience means a plethora of different things to different people.
Create memories that tell your brand story Read More »
