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Feb 28, 2020

Customer Experience Lessons From the Healthcare Sector

by Jake Burgess

If your business thinks customer experience efforts are too expensive, consider what it costs not to prioritize customer experience. In 2015, American businesses lost $62 billion annually due to poor customer experience. Among the reasons cited were a feeling of being unappreciated (cited by 49% of customers), unhelpful/rude staff (37%), and not being able to speak to an actual person (27%).  What’s more, it costs between 5 and 25 times more to obtain a new customer than it does to retain an existing one, depending on your business. This makes customer retention critical for enterprises wanting to operate more effectively, and customer experience is at the forefront of ensuring your customers don’t take their business elsewhere. Now, the healthcare sector might not be the first place you’d think to look for helpful tips on how to improve customer experience. After all, it’s not uncommon to hear complaints about the cost of healthcare or the long waits for appointments. However, this negative feedback must be viewed in light of the fact that few industries are as customer-facing as healthcare—it’s inevitable when serving so many people in such close proximity, not to mention stressful conditions, that there are going to be some bad experiences. Nevertheless, there is a lot that the healthcare industry is doing right. 75% of American patients are satisfied with the care they personally receive. And few would argue against the assertion that the healthcare industry in general is full of hardworking individuals who care about the people they’re […]

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