Archive for the year 2012
3 Steps to Integrating Sales and Service
April 06, 2012
by Angela Crawford
When it comes to integrating sales and service, I often think of the old saying, “no one cares how much you know until they know how much you care.” In short, transforming regular service interactions into revenue generating opportunities begins by building a relationship with your customers.
In a recent byline featured in [...]
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The Rewards of Service: How Medicare Insurers Can Become Star Performers
March 07, 2012
by Cory White
The star rating system mandated by the Centers for Medicare and Medicaid Services’ (CMS) —and an evolving healthcare landscape in general—is bringing new challenges to the Medicare market. But those challenges are not insurmountable.
With the introduction of the star rating system, insurers are now being calibrated on a five-star scale based on a [...]
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Are You Ready for the Healthcare B2C Shift?
February 08, 2012
by Christine Kowalczyk
While the future of healthcare reform is uncertain, the prospect of servicing millions of new individual plan members has many insurers feeling the pressure to shift from a business-to-business (B2B) to a business-to-consumer (B2C) model.
Healthcare executives have already begun to embrace customer service as a competitive differentiator. With pricing and medical loss ratios [...]
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4 Ways Retail Companies can Enhance the Multichannel Service Experience
February 07, 2012
by Bridget Trask
For retailers, a growing array of customer service interaction channels is opening up new opportunities to shape the customer experience, but it also comes with a new set of challenges.
According to Convergys 2011 Customer Scorecard Research, 1 in 4 retail customers has obtained customer care with a company in the past six months [...]
