The boostCX Blog

People need to be the focus of your business. They are the ones that pay for your products and services, and that reality makes the customer experience an important element of any business strategy. Businesses that are interested in enhancing their customer experience may want to know - what is the value of a human-focused customer experience? 

Why Choose a Human-Focused Customer Experience?

A human-focused customer experience prioritizes empathy, understanding, and an authentic connection in every customer interaction - whether that interaction is digital or in-person.
‍

This strategy is about designing customer journeys that make customers feel heard, valued, and cared for, rather than just another number. In the modern and competitive landscape, where products and services are widely available, the experience itself becomes the most powerful differentiator. This approach is important because it recognizes that positive emotional connections drive stronger brand loyalty and sustainable business growth.

Top 5 Benefits of a Human-Focused Customer Experience

Businesses can create a human-focused customer experience by actively listening to feedback, training employees to be empathetic, personalizing interactions, and creating seamless transitions between self-service and human support. For example - a banking app that allows for quick self-service but always provides a clear, easy path to speak with a human agent for complex issues demonstrates a human-focused strategy.

1. Increased Customer Lifetime Value (CLTV)

When customers feel valued and understood, they are far more likely to remain loyal to a brand over the long term. This long-term relationship translates directly into a higher Customer Lifetime Value, as loyal customers who feel valued will continue to purchase and engage with your company.

2. Increased Revenue and Growth

A positive, human-focused customer experience encourages repeat business and leads to customers spending more money with your brand on your products and services. Happy customers are far more inclined to purchase additional products and services over time, that have a direct impact on revenue growth and create future expansion opportunities.

3. Improved Engagement with Customers

By treating customers as individuals and approaching customer interactions with empathy, businesses can build a strong foundation of trust. This trust encourages open communication, makes customers feel comfortable providing feedback, and deepens their overall engagement with your brand.

4. Reduces Acquisition Costs for New Customers

Satisfied and loyal customers become advocates for your brand, sharing their positive experiences with family and friends through word-of-mouth referrals. This organic promotion is free and reduces the need for expensive marketing and advertising efforts to acquire new customers, lowering overall acquisition costs.

5. Provides an Edge Over Competitors

In markets where your products or prices might be similar to your competitors, a consistently human-focused customer experience can help make your business stand out. It creates powerful brand advocates who actively recommend your business, differentiates you from competitors, and creates a sustained competitive advantage.

‍

READ MORE: How To Turn the Customer Experience into Financial Success

‍

The value of a human-focused customer experience is undeniable and leads to stronger relationships, increased profits, and a competitive edge. Are you ready to make your customers the focus of every interaction and transform your business?
‍

Contact boostCX today to learn how our customer experience management platform can help you build a human-focused CX strategy!

‍

The utilities industry is often characterized by necessity rather than customer choice, but providing a positive customer experience (CX) in this sector is not just a nice-to-have – it's vital. Utilities providers face unique challenges, from managing essential services and infrastructure to navigating regulatory environments and public perception.
‍

A superior customer experience helps build trust, reduces operational costs associated with service calls and complaints, and supports public relations during outages or crises. This makes it critical for companies to understand the most important customer experience KPIs in the utility industry and how they can be applied to your day-to-day operations to help build customer loyalty and operational excellence.

Top 5 Customer Experience KPIs in the Utility Industry

Data derived from customer feedback is valuable and provides a foundation for understanding and improving the utility customer experience. These insights, collected and analyzed strategically, contribute directly to your Key Performance Indicators (KPIs). A comprehensive customer experience management platform can be indispensable in this process, providing the tools to gather this valuable data, track your KPIs, and transform customer feedback into actionable strategies. By focusing on KPIs, utility providers can gain a complete view of their customer relationships and identify areas for improvement.

1. Net Promoter Score (NPS)

Net Promoter Score measures customer loyalty and willingness to recommend your services to others. It’s a powerful indicator of overall customer sentiment and brand advocacy and is driven by asking – how willing are you to recommend our services to others? By understanding who your promoters and detractors are, utility providers can identify what drives satisfaction and dissatisfaction, allowing for targeted improvements in service, communication, or specific customer touchpoints.

• Example: NPS = % Promoters - % Detractors

2. Customer Satisfaction Score (CSAT)

CSAT directly measures how satisfied customers are with a specific interaction, a product, or a service. The feedback that helps calculate this KPI is collected immediately after a service event – like bill payment, outage resolution, or customer service call – CSAT provides immediate, granular feedback on specific processes. This allows utilities providers to pinpoint exact areas of friction or success within their customer roadmap.

• Example: CSAT = (Number of Satisfied Customers / Total Number of Respondents) x 100

3. First Contact Resolution (FCR)

First Contact Resolution measures the percentage of customer issues or inquiries that are resolved during the very first interaction, without the need for follow-up or escalation. A high FCR rate has the potential to boost customer satisfaction, reduce operational costs by minimizing repeat contacts, and free up agent time. Utilities companies can use FCR to identify training needs for customer service teams or areas where self-service options could be improved to handle common inquiries.

• Example: FCR = (Number of Issues Resolved on First Contact / Total Number of Issues) x 100

4. Customer Lifetime Value (CLTV)

While utilities companies do have a captive customer base, CLTV remains a valuable KPI. Customer Lifetime Value represents the total revenue a utility provider expects to generate from a customer over their entire relationship. Though customer churn is less common than in other industries, understanding CLTV helps utilities companies make more informed decisions about investment in customer retention, energy efficiency programs, or value-added services. Improving CLTV may also mean reducing the costs associated with onboarding new customers or managing complaints.

• Example: CLTV = (Average Revenue Per Customer Account x Average Customer Lifespan) - Customer Acquisition Cost

5. Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy it is for customers to interact with your services and may include paying a bill or resolving a service issue. High effort is a major driver of frustration for customers, so a low CES score is a strong predictor of customer loyalty. Utilities providers can use CES data to pinpoint and simplify complex processes, reduce customer friction, and lower the cost to serve.

• Example Equation: CES = Sum of all Scores / Total Number of Respondents

‍

READ MORE: How To Create a Great Customer Experience in Utilities and Telecom

‍

By tracking and analyzing the most important customer experience KPIs in the utility industry, utility providers can transform their customer experience from a passive outcome to a strategic advantage. Are you ready to gain deeper insight into your customer experience and drive improvements?
‍

Contact boostCX today to learn how our customer experience management platform can help your utility company capture valuable feedback, track these KPIs, and elevate your customer experience!

‍

The patient experience has a major impact in the modern healthcare industry and it extends far beyond the exam room. From the moment a person seeks care to their follow-up appointments and beyond, they are on a complex journey with multiple touchpoints with multiple healthcare providers. Understanding this entire customer journey in healthcare and how to improve the customer journey is the first and most critical step for any business that hopes to upgrade the patient experience, build trust, improve health outcomes, and drive long-term success.

5 Steps to Improve the Patient Journey in Healthcare

To really improve the patient experience, a comprehensive and structured strategy is essential. It's about moving from reactive problem-solving to proactively creating a better journey for every individual who seeks your care. The steps we have listed below provide a framework for this transformation.

This step-by-step guide will help healthcare providers through the critical phases of listening to patient feedback, employing technology to streamline processes, giving staff the knowledge and power to deliver compassionate care, enhancing communication at every turn, and creating a truly patient-focused environment. By implementing these interconnected strategies, providers can create a seamless, supportive, and superior healthcare experience from start to finish.

Here are a few steps to help improve the patient journey in healthcare:

1. Collect and Analyze Feedback on the Patient Journey

You cannot improve what you do not know about. The first step to improving the patient journey is to systematically collect patient feedback at every key stage of the journey, from scheduling and check-in to billing and follow-up care. Employing tools for customer journey mapping allows you to visualize the entire experience from the patient's perspective, pinpoint specific areas of frustration or satisfaction, and provide a clear roadmap for strategic improvements.

2. Use Technology to Reduce Pain Points

Technology can be a powerful tool for improving operations and eliminating potential pain points in the healthcare journey. Customer experience management platforms, like boostCX, can automate feedback collection and provide real-time analytics, while patient portals and digital check-in systems can significantly reduce wait times and administrative issues. By implementing innovative technology and solutions, you can create a more fluid and convenient experience for your patients.

3. Improve the Employee Experience and Training

Your staff - from the front desk to primary care doctors - are the face of your organization as a healthcare provider and have the greatest impact on the patient experience. Investing in comprehensive training that emphasizes empathy, communication, and problem-solving is an incredible way to improve the patient journey. A positive employee experience is directly linked to a positive patient experience in multiple studies, as happy, engaged, and well-trained staff are better equipped to provide compassionate and effective care.

4. Improve Communication

Clear, timely, and simple communication is essential for reducing patient anxiety and ensuring they feel informed and supported at every touchpoint. Implementing modern communication tools, such as secure mobile apps for appointment reminders and test results or AI-powered chatbots to answer FAQs at any time, can enhance the patient journey. Proactive communication shows patients that you are a partner in their care.

5. Create a Patient-Focused Environment

Healthcare is a physical and emotional environment that plays a major role in the patient's perception of care. This means creating a clean, comfortable, and welcoming physical space, as well as creating a culture of respect, empathy, and compassion among all staff. When patients feel safe and cared for as individuals, not just as a number with symptoms, their trust in your organization grows.
‍

READ MORE: How Will AI Impact Patient Experience in Healthcare?

By learning how to improve the customer journey in healthcare, organizations can do more than just increase satisfaction scores - they can build long-term patient loyalty, improve adherence to treatment plans, and foster better overall health outcomes. It's about putting the patient at the center of every process and decision.

Are you ready to map, measure, and master your patient journey? Contact boostCX today for a demo and see how our solutions can help you deliver an exceptional patient experience!

Bedside manner is a key component of the patient experience when you go to an appointment with your doctor or nurse practitioner. It may not be as critical as medical knowledge - but patients who do not feel they can trust their healthcare provider or receive sub-standard customer service will not be patients for much longer. Healthcare providers and companies who want to enhance the patient experience and drive long-term success may be asking - why is it important to connect with patients in healthcare? We may be able to help you answer that question at boostCX.

Top 6 Benefits of Connecting with Patients in Healthcare

In the healthcare industry, where everything is defined by data, diagnostics, and advanced medical procedures, a very important element can sometimes be overlooked - the human connection. For healthcare providers, establishing a relationship built on empathy, understanding, and clear communication is not a soft skill  - it's important both clinically and financially. A positive patient experience directly impacts key metrics in healthcare, with research showing that hospitals with a superior patient experience have 50% higher net margins. When patients feel heard, respected, and are treated as individuals, it has the ability to transform their journey, leading to better outcomes for everyone involved.

Here are the key benefits of connecting with patients in healthcare:

1. Improved Patient Satisfaction

When healthcare providers take the time to connect with their patients, satisfaction scores tend to increase. This personal connection builds a sense of trust and partnership, which in turn boosts patient engagement. Engaged patients are much more likely to take an active role in their own healthcare, ask relevant questions, and have a sense of ownership over their health journey, leading to a more collaborative and positive patient experience.

2. Improved Health Outcomes

A strong patient-provider connection is directly linked to better health outcomes. When patients trust their provider, they are more forthcoming with information about their symptoms, lifestyle, and concerns, which can lead to more accurate diagnoses and effective treatment plans. This open communication helps ensure that care is tailored to the patient's real-world circumstances, making it more likely that the treatment will succeed.

3. Fewer Medical Issues and Errors

Clear and empathetic communication is one of the most effective tools for preventing medical errors. When a patient feels comfortable asking for clarification about medication, post-procedure instructions, or a treatment plan, the risk of misunderstanding and dangerous mistakes decreases. This transparent two-way communication acts as a vital safety check at every point of the healthcare process.

4. Improved Compliance

Patients who feel a genuine connection with their healthcare provider are more likely to be attentive to prescribed treatment plans. When they understand the why behind their treatment and feel their provider is really invested in their well-being, their motivation to adhere to medication schedules, therapy, and lifestyle changes increases.

5. Lower Healthcare Costs

A true connection with patients can lead to significant cost savings for both patients and providers. For example, a well-managed patient with a chronic health condition who feels connected to their care team is more likely to be proactive in managing their health, reducing the chance of costly emergency room visits and hospital readmissions. This preventative approach lowers out-of-pocket costs for patients and reduces the financial burden on the healthcare system.

6. Improved Engagement for Patients and Providers

Meaningful connections between patients and providers re-energize both sides of the equation. Patients feel empowered and valued, leading to sustained engagement in their healthcare. For providers, establishing these relationships can combat burnout by reinforcing the rewarding human aspects of medicine, leading to higher job satisfaction and better staff retention.

‍

READ MORE: How Will AI Impact the Patient Experience in Healthcare?

‍

In the end, knowing why it is important to connect with patients in healthcare cannot be overstated. It is the foundation that trust, compliance, and positive healthcare outcomes are built on. By prioritizing the patient experience, healthcare providers are not just improving satisfaction, they are making an investment in the health of their patients and the financial well-being of their practice.

‍Contact boostCX today for a demo of our customer experience management solutions tailored for the healthcare industry.