News
How to Improve the DMV Experience with Technology
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...
Three Ways to Reduce Government Wait Time and Create a More Efficient Visit
Let’s state this simply: Visitors to a government office are more than a number. But that said, sometimes that number is large, and each visitor can have complex needs. The government employees honestly want to help but are often expected to be miracle workers. They...
How the Patient Experience in Hospitals Can Influence Better Overall Health Outcomes
Not wanting to hang around a hospital is universal. Patients are nervous, scared, and likely in pain. Plus, there are folks sneezing. It certainly can make for an uncomfortable and unhealthy situation. Source: The Qmatic...
Retailers Create More Personalized Shopping Experiences with Omnichannel Approach
Customers of all ages have become adept at buying online — especially over the past few years— finding it easier, quicker, and safer. However, this doesn’t negate the need for the brick and mortar. It simply fuels the urgency to design an elevated omnichannel...
3 Key Waiting Room Solutions to Increase Patient Satisfaction
Waiting is another word for lost time — and it’s always stressful and annoying. But waiting — and waiting — in a doctor’s office is not only stressful and potentially a health risk, it can also negatively impact the patient’s perception of the visit and treatment....
Modernizing the DMV Experience: Putting the Citizen in the Driver’s Seat
What if I told you that the Department of Motor Vehicles is a perfect example for self-improvement? It’s human nature to try to better ourselves. We champion people who see the need for self-improvement and take the necessary steps. We all can do it. Even the...
Why digital line management is key to improving retail’s customer experience
Progressive stores had already been using ecommerce to pump up sales, but when COVID hit, the retail world was shaken to its core. Customers were hesitant to shop in person but found that the experience of ordering online and getting the purchase delivered on time was...
Citizen experience management is revitalizing government agencies
At a time when citizens are demanding better service, government agencies are striving to find solutions for how to make it happen. The Biden administration recently updated guidance from the Office of Management and Budget [OMB] to improve customer...
How actual and perceived waiting time affects customer satisfaction
One could argue that perception is reality. If people perceive that they’re waiting in line too long, they will become frustrated, and their entire retail experience will be diminished. And it doesn’t matter if the wait time was reasonable — it’s their perception that...