Category - Blog

Voice of the customer - CX

Better CX and boosted bottom lines – How content bridges the gap

Better CX and boosted bottom lines – How content bridges the gap Customer Experience (CX) remains a hot topic in 2020, but how do you see content fitting into the mix? If you consider it the sole domain of your Marketing Department, then you might be missing a trick. The voice of the customer should …

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Proposal Management - pWIN and automation

How automation drives higher efficiency and better pWIN rates

How automation drives higher efficiency and better pWIN rates How would you describe your current proposal management process? Do you use color-team vernacular; pink,red, gold etc? Do you have a capture planning stage? Maybe you use a Shipley process or some variation. Now when you think about your process, how much of the work is …

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Brand Voice - Sophisticated Customer

The Fallacy of the Sophisticated Customer

The Fallacy of the Sophisticated Customer You know your customers, right? You’ve done your buyer persona mapping. You know that your target customer is highly educated. Possibly an executive, maybe even C-level. Sophisticated, for sure. So what if I told you that your communications and brand voice should be easy to understand? Simple enough for the average …

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The plain language impact on your call center staff

The plain language impact on your call center staff Our series of interviews with Jack Nelson (former Executive Vice President of Operations for CVS Caremark) concludes as we explore the role of plain language in healthcare communications. Jack’s current role sees him take care of PBM (Pharmacy Benefit Manager) Operations and its large, fast-paced call …

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The importance of empathy in customer experience

The importance of empathy in customer experience. The second article in our series of three (view the first article here) interviews with Jack Nelson strikes on a recurring theme. The notion that healthcare is a hugely emotional topic. Jack has seen this first-hand. He has 25 years of experience working in the US healthcare industry, …

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Call Center Operations – The productivity paradigm within the healthcare industry

The productivity paradigm within the healthcare industry Recently, we caught up with Jack Nelson, former Executive Vice President of Operations for CVS Caremark. Jack has over 25 years of experience working in the US healthcare industry. In his former role he took care of Core PBM (Pharmacy Benefit Manager) Operations, and is a dedicated member …

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How plain language cuts call center costs 1

How plain language cuts call center costs

How plain language cuts call center costs How do you keep call center costs down? You could:   Track agents’ performance Address training needs Change up staffing models Consider outsourcing No doubt you’re already looking into a few of these. But there’s something that many organizations overlook, that could make a huge difference to your …

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