Over the past decade the importance of the customer perception of a brand has increased dramatically. This is in correlation with the rise and spread of the internet, as well as smart technology in general. Regardless though, customers are priceless to any organization. As such, one focal point in modern business operations is building and driving customer engagement. Customer engagement comes in many shapes and forms, but it’s official definition is, “an interaction between an external customer/consumer and an organization through various online or offline channels.” In other words, customer engagement encourages on-going conversation, multiple points of access, and multi-channel communications.

The intersection of various industries is inevitable. One of the most trafficked industry intersections is certainly that where technology meets healthcare. The world of healthcare is undeniably complex and can be extremely difficult to navigate. Not only for the professionals working in the field, but especially for the average everyday person attempting to find help or even just information. Technology has long been integrated into the world of healthcare, and has helped modern western medicine evolve into what it is today. As with many other fields, one of the major shifts in the healthcare industry is where the primary focus lies. Rather than lying with the hospital or the doctors, more and more, the healthcare industry is attempting to cater to the needs of the individual consumers. One way in which this is being approached is through more accessible technology that significantly improves the healthcare customer journey.

While developments in customer communication management (CCM) software have been impressive to date, the core focus of CCM should always be to optimize the customer journey. Whichever CCM strategy your business ends up maintaining, you will want to ensure that ultimately, your CCM software is enabling your company to elevate the customer experience above all else.

The phrase ‘content is king’ is a common expression amongst marketing professionals. The phrase by itself is pretty simple, and the philosophy behind it is that the more content your organization or business produces, through various channels, the wider and deeper of an audience you’ll be able to reach. However, this isn’t the only time in which ‘content is king’. With reusable content libraries, for example, content is not only king, but builds an extraordinary amount of value into your organization.

The customer is always right. Right? Well, as time-tested as that may be, the underlying concept determining customer satisfaction is much more nuanced than someone being right or someone else being wrong. Businesses exist only because customers exist. To put it plainly, without buyers, there is no selling. Narrow down the scope and you find that businesses failing to prioritize the customer experience quickly fall out of grace and even risk going out of business.

How many times have you tried contacting a customer service representative and found yourself waiting. . . and waiting. . . and waiting for what seemed to be an inordinate and unacceptable amount of time. And then you were still left waiting? It’s one of those beyond-frustrating experiences as a customer.