A QUARTER OF HEALTHCARE
CUSTOMERS BECOME STUCK ALONG THEIR JOURNEYS… A customer journey disrupted by one or more of these factors leads to: Poor CX and low customer satisfaction.
Negative impacts on customer retention
, loyalty, and sentiment. Gaps in patient Physician Database care — and confusion about treatments, insurance (including Medicare), and other healthcare variables. Wasted customer service resource hours trying to resolve preventable customer problems. Disruptions
from long wait times and delayed
time to resolution can impact employee Numbers: Your Guide to Toll-Free Convenience, Not Area Codes performance, morale, and lead to feelings of burnout and attrition—which is a direct impact on individuals’ health and wellbeing; interactions in healthcare are often more than simply transactional.
Employees are then left to navigate outside social influences and the very personal and sometimes traumatic situations facing patients
such as financial hardship, death
, or job loss). A Customer Data Conundrum The course of action to delivering an exceptional healthcare CX is diagnosing and understanding where customers get stuck. Healthcare
