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2019 Customer Experience Collaborative recap: What can healthcare learn from Zappos.com?

In April, 36 healthcare leaders gathered in Las Vegas to see what an online shoe retailer had to teach them. At any other point in history, that sentence would be absurd. Today, it’s quite the opposite.  Zappos.com, after all, has become one of today’s standard-bearers for excellence in customer service. For NRC Health’s inaugural Customer Experience Collaborative, health-system VPs, CMOs, CEOs, and presidents from across the country—and across the continuum of care—convened at the Zappos.com Las Vegas campus to...

Are you bringing the Voice of the Consumer into your decision-making?

Every day, more healthcare organizations are prioritizing the goal of bringing the Voice of the Consumer to the forefront of their decision-making process. Understanding what patients need from their healthcare experiences can allow organizations to create meaningful relationships with patients that translate into patient loyalty. However, efficiently and effectively reaching patients can be a challenge. NRC Health Community Insights offers a solution, building virtual communities of patients who are eager to provide feedback and suggestions to healthcare organizations.