Recognized for its incredible Service Customer Value Proposition Initiative
nThrive, a technology company providing leading healthcare revenue cycle management SaaS solutions, was awarded as the winner in the Customer Insight and Feedback Voice of Customer category at the North American Customer Centricity Awards 2020. The Technology Support organization of nThrive had a vision to be “the most reliable and hassle-free support services team in health care.” In pursuit of that vision, the company launched a “Voice of Customer” research project to understand what clients value most in a service experience.
To achieve success, the team took a three-phased approach: identifying target clients, interviewing extreme users, and validating the learnings with a customer survey. Then they united the organization around those results, to create change and close the experience gap.
This “Voice of Customer” research provided actionable data and insights about nThrive clients. These results were a springboard that launched the organization towards greater customer-centricity through changes to product and service design.
“Influencing organizations to change is a difficult task. We needed both qualitative and quantitative insights to improve acceptance of our research,” stated Dave Seaton, vice president of service level transformation. “As a result of this approach, our organization rallied around our results. Technology Support, Sales, Marketing, and Product have come together with a renewed focus on customer-centricity, and we are standing shoulder-to-shoulder around this research to put our clients at the center of everything we do.”
The event, run by ARCET Global, had more than 150 entries from over 65 companies. After initial shortlisting, 30 companies competed as finalists where they were evaluated by large panels of independent experts. America’s most Customer-Centric companies were crowned this week at the inaugural North American Customer Centricity Awards Virtual Ceremony.