Why An Emoji Is Worth A Thousand Words In Customer Service

As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend.

Why An Aging Population Means Healthcare Customer Experience Must Adapt

America is getting older, and the healthcare system is buckling under the pressure. The double whammy of people generally living longer and the massive Baby Boomer generation creating the “largest-ever population of older adults in America” has necessitated a level of experience innovation in the healthcare industry that simply has no precedent.

As Healthcare Goes Digital, Consumer Engagement And Experience Improve

The healthcare industry in the United States has long been a dichotomy in its embrace of – and resistance to – technology. While some of the world’s finest technology is used to diagnose and treat all manner of illness, patients often have to complete paper forms in the waiting room and many doctors still take notes on paper medical charts.

Where Did All The Blog Posts Go?

If you’re wondering why it’s been a while since I’ve updated this blog, it’s because I’ve moved most of my blog content over to Forbes. Why? Because Forbes is one of the most respected news and opinion sites on the web and one of the top most relevant domains in Google search results.

Why Problem Solving Is Key To Sales And Marketing

Keenan started by asking the audience of several hundred whether they subscribed to the long-held belief that people buy from people they like. While a large majority of hands went up, Keenan says that value is much more important than liking a salesperson. While both are ideal, if you can only have one, choose value.

My Forbes #CX Blog Posts: May 2018

May was another busy month in the customer experience space, and since I’ve moved all of my writing over to Forbes, I want to make sure you didn’t miss out on a single post. So here is a handy guide to what I had to say last month (click on the headlines to read the entire articles).