Would Your Consumers Choose You? How To Measure Customer Service & Consumer Engagement

Feature Article | by | April 19, 2017


Over five years ago, I asked a question that still resonates with many provider organization executives today: If Consumers Have a Choice, Will They Choose You? In the years since I’ve written that article, I’ve heard many executives reflect on that question and wonder about the answer. And I would argue that it is not only a question that has become more resonant today, but also a challenge determining how you measure the answer.

Getting a complete picture of the consumer perspective requires routinely . . .

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