Blog

How to Improve Healthcare with Patient Journey Data

84% of hospital leaders rank patient experience as a top priority. Not only does the level of patient experience indicate how well care providers are performing their jobs, it impacts patient retention, competitiveness with other providers, compliance, reimbursement rates, and more.


Source: The Qmatic Blog

How to Make Your Customers Want to Play the Waiting Game

Think of the last time you…

•  Went to the store
•  Renewed a license
•  Visited the doctor
•  Stopped at the bank…

Each errand had its own specific purpose. But we would venture to say that all had one thing in common – it required that you wait, likely in a checkout line or for a service provider. For customers, this wait time can be a test of patience or it can be used productively. More often than not, today’s customers are finding ways to fill that time with something housed on their mobile phone.


Source: The Qmatic Blog

Clicking is simple. Collecting should be too.

Click & Collect (C&C) is not a new concept to retailers or to customers. Earlier this year, it was estimated that retailers are fulfilling up to 70% of their online orders in-store.[1] It’s an attractive – and demanded – part of customer service and many retailers are starting to realise measurable benefits. For example, C&C helps to reduce purchase friction whilst driving up footfall and point-of-purchase revenues.


Source: The Qmatic Blog

Are you Successfully Removing Experience Gaps from Your Omnichannel Retail Journey?

As recently as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel model.[1] It was considered a competitive advantage that most retailers were unable to leverage. It has rapidly evolved from being something that only ‘sophisticated’ retailers pursued to something most retailers today recognize as vital to their business.


Source: The Qmatic Blog

Your Path to Success is Paved with Customer Journey Intelligence

 
Throughout recent history, many efforts have been made to understand what people consider to be ‘fair’ when it comes to the process of pursuing and waiting for the service they need from a provider.

Adrian Swinscoe is a consultant, researcher, economist, and former teacher who – like Qmatic – cares deeply about helping organizations provide the greatest possible experience for their customers and teams. He has written extensively on the human experience element of queuing and the customer journey. In this 2016 Forbes piece, he observes (rightly) that organizations can not take a “purely rational and efficiency based approach as this ignores the emotional impact of any new queuing system.” He shares a few examples of companies that focused too much on things like perceived fairness in the waiting time, placing monetary value on the freedom to wait for service out of line, or compensating people for giving up their spot in a queue.


Source: The Qmatic Blog

This is a Great Experience for the World

September 27th through 29th marks the customer experience event of the year. Great Experience 2016 is Qmatic’s annual client and partner event where we explore the most creative current and emerging ideas for the Age of the Customer. More than 300 participants from across 50 countries will come together in beautiful Barcelona, Spain to discuss technology, market opportunities and solutions for producing a seamless, personal customer journey that spans online and face-to-face interactions. 


Source: The Qmatic Blog

Why Speed and Clarity are Vital to Great Patient Care

It’s been said that we suffer from a “perennial time-scarcity problem.” We’re busy at work. We’re busy at home. And among working parents – who have to care for their own health and the wellness of their children, time poverty present a real threat to health and wellbeing. It’s no surprise that consumers are demanding products and services faster. And across most segments, organizations are trying to keep up with this ever-increasing pace.


Source: The Qmatic Blog

What Are You Waiting For?


Freakonomics
recently posted a podcast and article called “What are you waiting for?” The piece theorizes that standing in
lines is a “sloppy — and frustrating — way for supply and demand to meet.” It offers some provocative thinking about why people wait in lines and the value of doing so.

Shortly after it posted, I was meeting with an executive from one of our key clients in the Motor Vehicle space. He asked if I had seen the article and if I had any thoughts on it. Qmatic is the leading customer journey management technology solution provider in the world so of course, I did. Much of what drives innovation at Qmatic comes directly from our insights about managing physical experiences that involve lines.


Source: The Qmatic Blog

Why Your Secret to Happiness is a – Self-Service Kiosk

A recent study entitled “Valuing Time Over Money Is Associated With Greater Happiness” confirms what we have long suspected. First, when it comes down to it, people value time more than money. Second, they assign a high financial value to their time. And third, those who prioritize time over money tend to be happier. [1]


Source: The Qmatic Blog

The 5 Parts of Omnichannel Banking that You Need to Keep Your Customers

 
There are few industries in which customer expectations are shaping the future as they are in banking. Customers know they can expect personalized offerings, they want options for when/where/how they want to complete their transactions, and they know they have options. Banks are working harder than ever to keep up with this savvy audience. They know that changing banks is easy and that lifelong customer relationships are rare.


Source: The Qmatic Blog

The 2 Ways Government Offices Can Do More For More Citizens

Public agencies are at a crossroads. Many have done things a certain way for a very long time. Many lack sufficient funding or an adequate workforce to push forward significant innovation. And because there is no real competition between government agencies, many have simply opted to continue on their current path, regardless of a reputation for slow processes, long wait-times, and frustrated staff.

Source: The Qmatic Blog

What is an API and How can it Improve my Customer Journey?

Across news channels, it’s becoming increasingly clear that SaaS (Software as a Service) is driving and reshaping businesses and government organization IT strategies. With this new reality, it’s more important than ever to enable technologies to communicate with one another in a streamlined and secure digital ecosystem.


Source: The Qmatic Blog

A License to Impress: How Technology is Improving the DMV Experience

It varies by state and county, but the average national Department of Motor Vehicles (DMV) appointment takes between 34 and 44 minutes. Considering that most of us only have to go every couple of years to apply for or renew a license, manage a title, or take care of some other related task, this outlay of time isn’t really all that great. But ask about anyone of driving age, and they’ll say that they look forward to a DMV visit about as much as they do a dental exam or some other (often unfairly) maligned appointment.


Source: The Qmatic Blog

Two Ways Qmatic Shapes the Future of Customer Journey

Building a framework for resiliency and the future success of any enterprise involves assessing where the industry is headed, how demographics may change, and what the competition may bring to the marketplace. It also requires that the enterprise have an actionable, future focused strategy for meeting challenges and taking advantages of opportunity. This may be particularly important for high touch point businesses that have to consider how every service, product, and interaction will be perceived by a customer base that is increasingly empowered by social media to effect their reputation and bottom line.


Source: The Qmatic Blog

How Public Offices are Improving the Citizen Experience

Across the country, government and public agencies are facing a conundrum. On the one hand, entities like the DMV, Department of Veterans Affairs, and city/county services don’t have to deal with competition. For the most part, citizens have one resource option for satisfying requirements like renewing a license or filing a building plan. On the other hand, they are facing a growing imperative to improve everything from operations and staff capacity, to location environments.  Ironically, in some cases this enables stagnancy from these entities in enabling change, a city doesn’t have to worry about competition.


Source: The Qmatic Blog

Myfunwait Transforms the Queue Line into the Gaming Field


Next time you’re at the doctor’s office, DMV, bank, or store (or any other place where people are waiting), look around. Chances are, most of the people around you will be doing something on their phone. More than two-thirds of them (68%) are probably playing a game.


Source: The Qmatic Blog

Do you Know How to Connect the Dots in an Omnichannel CX?

Imagine you are out for a special dinner. You start with appetizers and have a few courses, all the way through dessert and coffee. The wait staff is attentive, but not pushy. The environment is welcoming and comfortable. The service is well timed. Your appetizers and dessert are delicious. But the filet mignon you ordered for your main course is overcooked.


Source: The Qmatic Blog

Here’s What a Great CX Environment Looks Like – and What You Need to Do

Over the past few weeks, we’ve looked at the customer experience from a few vantage points. We’ve clarified the difference between the customer journey, customer service, and the customer experience(CX). The most important point to note is that CX is inclusive of many parts. And it reflects how customers, patients, and citizens perceive every step, engagement, and outcome.


Source: The Qmatic Blog

How to Build the BI Trifecta and Win at CX

Business intelligence (BI) has become widely relied upon to deliver actionable data to employees in a much shorter period of time than has been historically possible. The process of gathering it has become a great way to give customers a voice in the content, process, and quality of their interaction with a company. Individually and combined, the resulting impact on employees and customers should be noticeably strong – provided that the BI is based on the most appropriate data, and that the resulting analytics are accessible to those who need it, and applicable to the environment and customer base.


Source: The Qmatic Blog

Improving the Citizen Experience with Technology and Data: IIMC 2016 Report

From May ­22 through 24th, the 70th International Institute of Municipal Clerks (IIMC) Annual Conference drew thousands of attendees to Omaha, Nebraska. The event is put on every year to support municipal clerks, who act as a gateway to city hall for citizens, and whom elected officials count on to make sure public meetings, public records, elections and special projects operate smoothly. Exhibitors, speakers and special sessions provide these important civic professionals the information and resources they need to address current and changing challenges.


Source: The Qmatic Blog

The Customer Experience Strategy You Can’t Afford to Miss

Before we begin, let’s clarify a very important point.

Customer Experience ≠ Customer Service ≠ Customer Journey

The customer experience (CX) is summative. It is how your customers, patients or citizens perceive the quality of your environment and services, and their journey through its many channels and engagement points.


Source: The Qmatic Blog

Online and In Line: The Secret to Great Omnichannel Banking

In May 2015, Javelin Research reported that banking had hit an inflection point.[1] At that point, 23% of primary bank customers in the U.S. described themselves as “mobile first,” meaning that they rely primarily on mobile for checking account activities. And in general, as many bank customers turn to mobile as to their branch for services and support. 


Source: The Qmatic Blog

You Will Never Have Happy Customers without Happy Employees

Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More engaged and fulfilled employees support more productive, efficient, and happier customer journeys. And in turn, happy customers are more relaxed, nicer, more loyal, and more likely to make your employees happier in their roles. 


Source: The Qmatic Blog

How to Communicate Care: Resources for a Great Patient Experience

In a clinic setting, the average amount of time a patient with an appointment spends waiting to see their physician is 48 minutes. In an emergency room setting, the average time a patient will wait to be seen is 24 minutes. Whether a patient is in a healthcare environment for a check up, an acute condition, or an emergency, the likelihood is high that the minutes spent waiting to see the doctor feel much longer than they actually are. 


Source: The Qmatic Blog

Why Knowing Human Psychology is the First Step in a Great Customer Journey

 

Do you like to stand in line? No. Of course you don’t. Ask anyone whether they like standing in line, and the answer will almost invariably be ‘no.’

Despite all the things we candoonline, we still typically connect with products and services in a physical space. We might start our customer journey online, but we still go into places like stores, banks, hospital waiting rooms, concert halls, and sporting arenas all the time.


Source: The Qmatic Blog

The Business with the Best Customer Service Wins

 

It doesn’t matter whether you have a shop, a restaurant, or a bank. Without customers, your business doesn’t exist. And thanks to the ease and connectivity of social media and online review sites, your customers hold more and more of the cards. In the Age of the Customer, the business with the best customer experience is the one that is most likely to win.


Source: The Qmatic Blog

Why Omnichannel Banking Matters Now More Than Ever

In 2015, the banking industry reached a tipping point. The number of people using mobile banking applications surpassed the number of customers still going to their local branch to take care of their regular needs. Likely as a consequence of the growing number of new digital banking users, the number of bank branches in the U.S. dropped from nearly 100,000 branches to about 93,000 branches. (1)


Source: The Qmatic Blog

5 Steps for Creating the Ideal Patient Experience

The Affordable Care Act (ACA) was passed formally in 2012. Since then, the emphasis on patient experience has seen a significant rise among health care providers. Reimbursements and penalties are now based almost entirely on the quality of care. Consequently, providers across the continuum of care, from single clinics to large hospital centers, are paying particular attention to how each patient perceives the care they received.


Source: The Qmatic Blog