Capitalizing on the Voice of the Customer (Infographic)

Originally posted on Customer Experience Matters:

Voice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research.

Here’s a poster version and you can see the full infographic below. I hope you enjoy it.

StateOfVoC_Infographic_TemkinGroup2

Here are links to download versions of the infographic:

Here are links to the research referenced in the infographic:

The bottom line: Make sure to capitalize on the voice of your customers.

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Top 10 Pearls of Wisdom from Day 1 of the Fall 2014 CXO Roundtable

Originally posted on Experience Innovation Network:

On November 4th – 5th, we were privileged to host the seventh semi-annual CXO Roundtable in San Francisco, CA. The invitation-only meeting convenes physician, nursing, and administrative leaders from the membership of the Experience Innovation Network, a group whose mission is to disrupt the status quo and deliver on the “quadruple aim:” reduce cost; improve quality; elevate patient experience; and restore joy to medicine.

The two-day meeting was full of insights as we explored innovations that help drive employee and physician peak performance in healthcare. At the end of day 1, we asked participants to identify their top 10 pearls of wisdom. Here’s what they surfaced:

  1. Identify the Sacred Cows in your organization and ask why they exist.
  2. You can’t approach an adaptive problem with a technical fix.
  3. If same day appointments are possible, then anything is possible!
  4. Stress is not the enemy; the enemy is the absence of intermittent…

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Loving kindness: conceptual understanding vs meditation

Originally posted on Benefits of mindfulness and meditation:

Kang, Y., Gray, J. R., & Dovidio, J. F. (2014). The Head and the Heart: Effects of Understanding and Experiencing Loving Kindness on Attitudes Toward the Self and Others. Mindfulness, 1-8. Abstract.

Formation and maintenance of compassionate and loving attitudes toward the self and others is essential for adaptive social functioning. In this study, we use loving kindness meditation (LKM) to enhance positive attitudes toward the self and others. Meditation-based programs often include several components for which specific effects and dynamics are largely unknown, precluding conclusive support for their effectiveness. The present study tested actions underlying two main components of LKM programs: discussion and meditation.

Discussion focuses on a conceptual understanding of loving kindness, whereas meditation focuses on direct experiences and cultivation of loving kindness. Participants (n = 54) were randomly assigned either to attend a 6-week loving kindness discussion course or to be waitlisted for 6 weeks, both…

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At your service: Bringing hospitality to hospitals leads to happier patients

Originally posted on Rick Kupchella's - BringMeTheNews.com:

While you won’t get a mint on your pillow at your next hospital stay, you may notice a better overall experience. Hospitals are taking a cue from the hospitality industry to boost patient satisfaction with a newly created job: chief experience officer.

Think of a chief experience officer (CXO) as a high-level hospital concierge who ensures that a patient’s hospital stay is as comfortable and pleasant as possible. A CXO champions compassionate care, focusing on open communication with patients and “making sure staff are attentive to their needs, whether that’s more face time with nurses or quieter hallways so they can sleep,” reports The Washington Post.

Happy patients, prosperous hospitals

The shift to improve customer service isn’t entirely due to the kindness of medical executives; it benefits hospitals as well. Patient satisfaction scores — tallied by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey — have…

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Care coach can provide guidance along path to wellness

Originally posted on Tucson Medical Center:

TMC Senior Services is ready to expand opportunities for health improvement through its Volunteer Care Coach program, offering a way for patients with chronic health issues to get some skilled support.

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Mirena Bissett, Sam Reid

The program was highlighted in a KGUN-9 news feature called TMC ’Care Coach’ program helps people succeed on Oct. 27, following participant Sam Reid and his volunteer coach Mirena Bissett as they find the best path to better health. Reid had been offered the chance to participate as part of his discharge planning from a hospital stay at Tucson Medical Center, and he was glad to get the free help toward identifying and meeting his objectives.

The volunteer coaches are trained in Active Listening and Motivational Interviewing, so they can use those skills to encourage individuals to meet their personal health goals. The patient and the volunteer coach meet one-on-one over a period of time…

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Motivation Problems with Your Team? Your Leadership Habits Might Be An Issue

Originally posted on Blanchard LeaderChat:

3D Human queued deciding which direction to takeHabits are a time saver. They function a bit like reading a large paper map and knowing where to go with a single glance instead of having to rotate the map and trace the route to the destination with your finger.

But sometimes there’s a downside to this kind of efficiency. Sometimes the fast way doesn’t work and we go off course. Such is the case with a great many approaches to motivating employees. Just when the situation calls for deliberation and a different approach, our habits kick in and we again head down the route that is fast and easy, but a bit off course.

One of my coaching clients recently worked through such a situation. He had been leading a team for five years and for that whole time, no matter what the task, goal, or situation, he attacked it—pushing, leaning in, and constantly pressing ahead as was…

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Deep cultural connection: Respect for people + patient safety

Originally posted on Virginia Mason Medical Center Blog:

Having served as CEO of one of the world’s largest corporations (Alcoa), and as Secretary of the Treasury of the United States, Paul O’Neill knows something about leadership. A while back, O’Neill was asked to write something about leadership, and he took the assignment quite seriously.

Paul O'Neill

Paul O’Neill

“I spent a lot of time thinking about what I had done for the previous 60 years and how to capture the essential ingredients of real leadership,” he says. O’Neill came up with three clear points focused not on the C-suite, but on what workers within an organization say about their work.

He says organizations with the best leadership – “with the potential for greatness” – are those where every employee can say yes without reservation to three questions:

  • Can I say every day I am treated with dignity and respect by everyone I encounter without respect to my pay grade, or my…

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