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Response Matters: Flexible Problem-Solving is a Top Brand Value for Healthcare Consumers

Even when you don’t ask for their feedback, customers freely share what they like about your brand, also known as brand values or brand attractors. On average, 40% of customer calls include mention of one or more brand values. These unsolicited comments often reveal important insights that leaders don’t realize their organization is appreciated or recognized for.

Our 2020 Customer Voices Report revealed that 61% of the brand values expressed by healthcare customers are related to service. Customers articulated that they appreciate agent knowledge, swift problem-solving, and agents going above and beyond to understand a problem and find a solution.

Unsolicited expressions of brand values might sound like:

  • “I was so intimidated and every phone call I make to you has been so clear, like you are trying to make my life so much easier.”
  • “I sure appreciate your knowledge and efficiency.”
  • “Thank you for all your help on this. I know we all make mistakes and I appreciate you figuring it out.”
  • “I’m really impressed with your company. You folks really try to help your people out. So I really appreciate it. You’ve been very helpful and you’re personable too.”

Implications

From this data, we know that agents are most effective when they are empowered to offer flexible options to customers. Specifically, agents should be listening for emotions as well as the content of customer calls. When agents demonstrate empathy, go above and beyond to problem solve, and offer options, customers implicitly value the company, not just the agent.

Unmet customer needs are only going to increase, and customer service has the opportunity to be a big differentiator and brand-value driver for your organization.

Additionally, it presents the opportunity to turn dissatisfied customers into loyal ones, provided that you identify brand detractors and root causes so you can move the needle on customer satisfaction.

Get the 2020 Customer Voices Report

Healthcare leaders can no longer afford to ignore the clues customers are dropping throughout their day-to-day conversations. Learn what matters most to healthcare consumers so you can take action within your own organization.

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