Is There A Difference Between Coaching and Consulting?

According to Forbes, Coaching can help turn an entrepreneur into a great leader. Consulting, on the other hand, provides that much-needed expertise and assistance. Oftentimes, the lines between coaching and consulting can get blurred, creating a situation that is not effective at providing what the client actually needs.

Knowing when to employ the services of a coach or a consultant can be crucial for your business, either by helping you further develop your leadership skills or by helping you solve a problem head-on.

Coaching Versus Consulting

Which one is best for you?

Knowing when to employ either is the question that you must ask yourself, knowing what’s best for your business is important. The main difference between coaching and consulting is that coaching pulls out answers from the client while consulting tells the client what to do. With coaching, you walk away with strategies for uncovering your truth on your own. With consulting, you get tools that can support you in moving forward and executing. Both can be useful depending on the client’s goal and intention.

Let us help you figure out which is best for you.

Your Customer Feedback Program Needs to Actually Engage with Customers

To build (or rebuild) customer trust and loyalty, companies should respond to feedback in a natural way that makes customers feel heard.

As we enter the new year, it is natural to predict what new trends, technologies, and advancements will be at the forefront of industries in the months ahead. Customer experience is no different. In 2018, we saw the impact major brands faced when they broke the trust of their customers. From criticisms of lack of transparency, data breaches, or high profile poor treatment of passengers going viral on social channels, organizations recognize more than ever the importance of investing in earning and maintaining the trust of their customers. Earning that trust means demonstrating that you’re actually listening to customers, and for most organizations, that process starts with establishing a customer feedback program.

It’s not easy to win customer loyalty and trust, and it’s even harder for companies to regain trust when they have violated it. In 2019, I expect we will see companies develop a renewed focus on having ongoing and engaging conversations with customers. To foster these conversations, companies need to deliver a feedback experience that meets the customer in a natural way, is quick for the customer to complete, and makes the customer feel heard. Organization need to take action based on insights gained from these conversations to improve the customer experience.

When customers don’t feel heard, businesses run the risk of losing trust and credibility. Failure to take action based on customer feedback means that customers will be less incentivized to keep the conversation going and provide feedback in the future. In all countries we surveyed earlier this year, the biggest breakers of trust are a poor product or a poor customer service experience, particularly for American consumers.

Having a customer-centric culture isn’t only beneficial to customers and shareholders; there is a correlation between having such a culture and having a more engaged workforce. Our research shows that when a business is closely aligned with its customers, it is strongly associated with employees’ sense of purpose. Among employees with a great deal of customer empathy, 76 percent find their jobs meaningful; among employees with low customer empathy, that figure drops to 49 percent. By focusing on improving the customer experience, companies can increase their own employees’ sense that their work is meaningful and in turn trust them to deliver better results.

Source: Your Customer Feedback Program Needs to Actually Engage with Customers

The Manager who Coaches – Customer Experience Magazine

Let’s define coaching in the workplace when you’re a manager.

Coaching is a purposeful, ongoing, one-to-one dialogue between a manager and the line employee for the purpose of developing skills and performance, and enhancing potential. It is distinctly different from performance assessment because it focuses on encouraging, motivating, and guiding the protégé to achieve higher goals.

If you find yourself with employees struggling to reach goals, you may be tempted to pull them over and discuss how they are missing the mark and the related consequences. However, here is where the coaching spirit should take over.
— Read on

How Healthcare Providers Are Looking to Improve Customer Experience

By Phil Britt

Healthcare providers are exploring different ways to improve customer — in this case, patient — experience, to make different aspects of planning and receiving treatment more convenient. These efforts are providing unexpected internal benefits as well, said Greg Poffenroth, director of customer experience at West Monroe Partners.

Bringing the Retail Experience to Healthcare

Depending on a patient’s healthcare needs, a visit to a provider might be for a quick checkup, extensive care or something in between. The “customer journey” extends from the initial search for care through patient billing, payment and follow-up, each of which can be daunting in their own way, especially if they are in disconnected silos.

Influence Health is a vendor of CX-related technologies geared at healthcare providers, including a CRM system, authoritative health content, appointment systems and related details.

Patients are starting to expect healthcare providers to offer digital solutions like the retail and travel industries, said Kyra Hagan, Influence Health senior vice president of marketing and communications.

Like those industries, patients of healthcare providers using the Influence Health system can see ratings of different providers within a healthcare system. Those ratings combine external and internal data, Hagan said.

The technology also aids patients in selecting providers based not only on preferences (time of day, languages spoken, years of experience, etc.), but will also offer alternatives (a provider meeting fewer of the criteria) for more timely appointments, which can be critical when someone requires urgent care rather than seeing a preferred caretaker.

The suite includes driving directions, parking details and geotargeting with targeted SMS messages once a patient comes within the geofenced area to offer additional parking assistance and step-by-step directions.

“We want to lower the barrier to entry to receive care,” Hogan says.

Source: How Healthcare Providers Are Looking to Improve Customer Experience