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advocacy

Why Positive Word-of-Mouth is Insanely Powerful

What do you think when someone tells you about something that’s “gone viral?” These days, your first thought may be Covid-19, but going viral is still a surprisingly common way of describing a funny video, cringe-worthy comment, or parody of the latest topic in the zeitgeist that gains mass popularity. I don’t know about you, but […]

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5 Ways to Improve the Patient Experience in 2016

It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. There are definite best practices, but there are still a lot of unknowns. Healthcare

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5 Ways Everyone Wins with Proactive Social Media Engagement

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Power.  Marketers and other business leaders could actually prevent customer service issues

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How to Increase Marketing Reach: Activate Your Advocates Now!

Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they have. I myself have been invited into special VIP or customer councils that do little else except flood my inbox!

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Proving the Value of Customer Experience

The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results

Wednesday, April 24, 2024
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