Why Customer Experience Matters More Now Than Ever Before

Hardy Kalisher, chief client officer, Parallel Path

“As the coronavirus (COVID-19) pandemic continues to swiftly — and perhaps permanently — alter daily life for millions of Americans, Customer Experience, or CX, can mean the difference between remaining vital and present to your customers and patients,” says Hardy Kalisher, chief client officer at Parallel Path. “Digital customer experience is more important now than ever.”

Here’s an excerpt from Kalisher’s new article.

Healthcare organizations instill a sense of stability for all of us in uncertain times, and with people hunkering down, it requires new and innovative ways of delivering information to reach people where they are. In the past few weeks, organizations across healthcare and wellness have had to adapt to the moment and be supportive to customers and patients in a way that people need right now.

Not sure where to start? Here are ways you can double down on digital customer experience in the time of social distancing, sheltering-in-place, and quarantine — and ensure your customers and patients know they can continue to reach you and rely on you.

Healthcare organizations must ensure accurate information is being relayed to people in a timely manner. Patients and families are desperate for coronavirus-related information. The vast majority of questions are being asked as online search queries. As news and updates on the rapidly evolving pandemic continue to inundate inboxes and newsfeeds across the country, it is more important than ever to ensure your time-sensitive messages reach your patients and families.

One way to do this is by crafting content and messages around how your audience is searching for it. Start by reviewing your content trends and website analytics data to best understand what pieces are organically seeing an uptick. You should also review Google Trends daily, to learn more about how folks are searching for information related to coronavirus.

Read Kalisher’s full article now: Digital Customer Experience in the Time of Coronavirus

Best regards,
Matt Humphrey
President