Better Suites, Fancier Tools and Faster Technology Does Not Equal a Better Patient Experience

By | 2017-03-21T08:27:00+00:00 March 14th, 2017|Customer Experience, Root Blog|

Patient experience is a significant topic in the healthcare world. According to HealthLeaders Media, 84 percent of healthcare leaders rank patient experience among their top three priorities. And over the past decade, scores of research has been completed and published on the design and operations of healthcare settings to improve the patient experience. This onsite [...]

How to Use Micro-Connections to Create Happy Customers Over the Phone

By | 2017-03-13T09:22:30+00:00 March 7th, 2017|Customer Experience, Root Blog|

How I Learned About the Best Croissants and Moroccan Food in Queens In early February, I wrote about the powerful micro-connection I had with an agent at Atlanta’s Hartsfield airport. It was clear to me – based on that experience and several others – that this airline is very focused on in-person interactions. But, I wondered [...]

Customer Experience Lessons from the Super Flock (and yes, I’m referring to chickens)

By | 2017-02-09T10:43:26+00:00 December 13th, 2016|Customer Experience, Root Blog|

3 Tips to Practice Today Have you heard about the super-flock of super-chickens? In her TED talk called “Why it’s time to forget the pecking order at work,” Margaret Heffernan, internationally known business expert, explores the concept that the most successful teams have a strong sense of what she calls Social Capital. The idea is [...]

Two Questions to Drive Customer Experience

By | 2017-02-13T10:26:15+00:00 October 27th, 2016|Customer Experience, Root Blog|

What’s your favorite brand or retailer? I can hear many of your responses: Starbucks (or Dunkin Donuts if I’m in the Northeast – or Biggby if I’m in my hometown of Kalamazoo, MI) Nordstrom Chipotle or Qdoba My local restaurant/bar/hardware store/etc. Or the granddaddy of them all – Disney Whether I ask managers or front-line [...]

Delivering the Ultimate Customer Experience: The Not-So-Surprising Secret

By | 2015-09-09T11:43:37+00:00 September 9th, 2015|Customer Experience, Root Blog, Uncategorized|

How can you provide the ultimate customer experience?  That answer actually lies in creating the ultimate employee experience.  Yes, for real. Happy customers become life-long ones and that type of retention has its benefits – but you can’t even touch them without your own people being on board with your vision, having leadership training and [...]

Are you creating customers for life…or customers for now?

By | 2011-03-24T08:19:16+00:00 March 24th, 2011|Customer Experience, Employee Performance, Root Blog, Uncategorized|

Customers are a finicky bunch.  It only takes one bad experience to destroy loyalty to a brand. Businesses everywhere are looking to earn and keep the loyalty of customers, and in most cases they are falling short because they don’t deliver a great experience. Businesses must: Create Lifetime Loyalty: Businesses have to keep a customer’s [...]

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