2013 TeleTech Customer Experience Expectations - Health Care Industry

+) 2013 HEALTHCARE EDITION CUSTOMER EXPERIENCE EXPECTATIONS 1Тоиг EXLECIS An infographic from Tele Tech about customers' frustrations with customer experience. After expressing feedback on social media to their healthcare providers, Feedback what do customers expect? Nothing. An immediate response from the company 69% 19% Commiseration from friends 7% Compensation for your trouble 6% 100% 80%. Quality customer experience 60% can change those perceptions. In fact, it influences a person's decision to do business with a brand. 40% How important is good customer experience in their decision-making? The customers have spoken and of healthcare customers 20% 62% said it's HIGH. 0% .and positive word-of-mouth goes a long way in influencing their decision to use that company: 63% of healthcare customers will consider a company based on positive word-of-mouth. 100000 00000000006 0000 D000000000000000000000000 However, even in our ever-expanding digital world, most healthcare customers 75% prefer to speak with a live person. prefer a live person proving difficult: ..BUT getting to a live person is 57% of healthcare customers get lost in the automated service system which many liken to being lost in a corn maze. When customers manage to wade through the automated service system to reach an associate, their expectations decline: of customers in the healthcare space want to speak to a friendly empathetic associate, yet 42% don't mind if they're inept. "Please take our survey following this call so that we can serve you better" And, when they finally speak with a contact center associate, healthcare customers really 16% hate to hear these “scripted" phrases: "That's our policy" 23% "You'll have to talk to my "Your call is important to us" リリ supervisor" 7% "Please enter your personal identification 34% number" 5% "We'll have to get back to you on that" 16% Join the TeleTech community f TeleTech. ©2013 Tele Tech Holdings, Inc.