Source: Retention Science
A: It isn’t necessary, the numbers speak for themselves.
• 64% say customer experience is more important than price when deciding who gets their business. *
• 12 – the number of positive experiences it takes to make up for one poor one. *
• 89% of consumers began doing business with a competitor following a poor customer experience*
• 81% of organizations plan to put more effort into their CX measurement and metrics, followed by 78% for customer insights and analytics and 73% for voice of the customer programs.*
Consumer expectations of greater convenience, choice, and service through technology extend to healthcare as well. According to a 2013 Pew Research poll, one in five smartphone users had downloaded a healthcare app. PWC reports that 52% of Canadians believe mobile health would make healthcare more convenient. And just as shoppers expect an online option for product purchases, healthcare customers expect service to extend well beyond the walls of the doctor’s office. And the quality of that interaction can affect not just overall patient outcomes but also the ability to constrain costs while reaching more people in need. As result, healthcare leaders are adopting retail best practices, utilizing technology for a more personalized and satisfying customer experience.
What are cutting-edge organizations doing to meet this growing demand? On Tuesday, July 14, Jan Guzik of Kaiser Permanente on Call joins Perficient experts Melody Smith Jones and Sheri Hastings to discuss how healthcare leaders are addressing and overcoming these obstacles, using the cloud to enable online interviews and other communications between medical professionals and their patients. 
Find out how KP on Call has reduced patient visits, lowered costs, and generated data-driven insights to personalize and improve service. The service was nominated for an Oracle Communications Innovation Award, recognizing customer achievements for innovative best practices and technology. Register for the webinar, Leveraging Technology to Empower Patients and Reduce Healthcare Costs today.
*(Source: CustomerThink, 25 Customer Experience Facts)
