7 Ways to Break Service Stagnation

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Service StagnationA company will know its services arm is going through a tough patch, or even stagnating, when consumers complain at regular intervals, or even quite vehemently, over the phone, e-mail or social media. Let’s take the industries in which service makes clear and unambiguous difference: restaurant takeaways is one, so is an AMC for your personal computer or any retail store experience. Here the user experiences first hand the likely stagnation or struggle that a business is going through.

In sunrise sectors such as hiring radio taxis, service issues are something companies have to grapple with, and since it is a start-up, there’s little to go by. Some of the businesses in which service is paramount are banking, hospitality, automotive after-sales and hospital services. In surveys of top companies and unsatisfactory service,  airline companies constituted 50 percent of that list. Interestingly, LinkedIn and Twitter have also featured indicating that social media experience is now as important as those that can be called “offline”. Continue reading

Enhancing end user experience in healthcare

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Enhancing end user experience in healthcare

The growing technological advancements have been bringing in new possibilities in every industry. The same goes with the healthcare industry as practitioners explore the internet of things. These technological advances provide a smarter and better way to serve the patients and enhance their overall experience.

And this starts with the ease of work for the team responsible for better service. Introduction of advanced technology in healthcare has made managing and regulating the service easy.  End-user experience is the heart of healthcare. It is important to understand the possible ways to provide the best in-class service. The use of digital technologies like cloud, mobile and virtualization are helping the healthcare industry in improving its service. Continue reading

How to improve IT by embedding end-user experience measurement in IT metrics?

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Increasing importance of end user experience in IT

End user experience today defines the most fundamental dimension of the relationship between an organization and its customers. The changing dynamics of user interaction especially in the recent past has undoubtedly become instrumental in the success of an organization. Though the financial analysis of IT is valuable, it does not serve the purpose of understanding the efficiency and effectiveness of IT as far as the end user is concerned. It is no surprise that there is an ever increasing interest in monitoring end user experience. However, it is imperative that companies break away from mere network-centric approach to capture the essence of rapidly moving targets of end user satisfaction. Continue reading

Why End-User Experience can be a Driving Factor for Business

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It may seem like a cliche but end-user experience may is the driving factor for business today. Firstly, let’s define it. End-user or EX experience can be defined as pertaining to all aspects of the end-user’s interaction with the company, its products and services. It is, importantly, different from user interface or UI even though the latter – in a world of increasing mobile Apps – is an important part of the end-user’s experience.

There are, of course, various kinds of user experience. An experience with a new cab service or bespoke tailoring outfit is one kind. However, as a result of technology having an all-pervasive influence in our lives, the use of technology-enabled user experience can enhance the overall user experience. The apps, for example, are convenient to use, and can determine how much business may be driven in the direction of the company. Continue reading