Guided CX Insights

Groundbreaking news: Making your customers happy is important.

“I can’t get no satisfaction:” these are words you’d like to hear at a Rolling Stones concert – but they’re pretty much the last thing you want to hear from a customer. To retain your customers, to encourage them to spend more with your brand, and to attract new customers via positive word of mouth, you need to satisfy them – before, during, and after they’ve made a purchase with you. This is particularly challenging in the digital world, where customer expectations are constantly being raised by innovations and where customer satisfaction is a moving target. Measuring and improving your customer satisfaction score (CSAT) is crucial to meeting these evolving expectations.

Determining why customer satisfaction matters isn’t exactly rocket science. Satisfied customers are more loyal, more likely to advocate for your brand and – as a result of this – have higher customer lifetime value. (We’ve covered some more of the subtle ways satisfying customers is good for business in our last blog.)

Businesses are increasingly focusing their efforts on customer success, knowing that doing so can improve the customer experience, lower churn rate, increase customer and employee loyalty, and boost revenue. Customer success managers are the key driving force behind those rewarding efforts, making it essential to hire the right people. Knowing the importance, you might ask: what makes a great customer success manager?

Customer service plays an important role in every industry — especially healthcare. You might have the most knowledgeable and skilled providers, but if they aren’t giving patients a positive experience, they won’t be recognized for giving quality care.

Your virtual customer support team is the backbone of your organization. They likely spend more time interacting with your customers than anyone else. They understand their issues, solve their problems, and play a starring role in brand perception.

Customer success is a growing field that SaaS CX professionals are adopting. It’s easy to see why. Focusing on SaaS customer success can improve the customer experience, increase product adoption, lower churn rate, increase loyalty from both customers and employees, and boost revenue.

In a SaaS company, providing great support is the key to your growth and success.

Technology, a global pandemic, the adopting of patient-centered care, and evolving consumer demands are transforming every aspect of healthcare. As the dust of 2020 settles (yes, that was two years ago), we can see trends starting to emerge in the industry. In 2022, there’s a renewed focus on the end-to-end healthcare customer journey, and healthcare organizations that invest in CX can better meet today’s needs and prepare for tomorrow’s challenges.