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The Customer-Centric Marketer - Customer Experience Blog

Posts by Kathleen Browne

Kathleen Browne


Kathleen is a consumer research expert with industry and academic experience in the areas of consumer psychology, brand management, and behavioral economics. As Applied Analytics Strategist, Kathleen is responsible for developing iperceptions’ analytical products and services as well as best practices for analytical solutions.

Closing the Customer Feedback Loop: 6 Essential Elements You Need

Customer feedback has no value gathering dust in your database. Acting on it, and in a timely fashion, is how you can convert this feedback into positive Customer Experience (CX).

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May 1, 2019

By 

Kathleen Browne

Key moments that medical centers can optimize using the Voice of the Patient

When it comes to selecting a medical center, patients now have the tools at their disposal to search for and compare the ones that best meet their needs. Medical centers are now expected to offer a positive Patient Experience (PX) that is critical to attracting and retaining patients.

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Oct 18, 2018

By 

Kathleen Browne

3 Reasons Why Closed Loop Feedback is Key to Your CEM Efforts

A crucial part of Customer Experience Management (CEM) is not only putting in place the means to deliver great experiences for your customers, visitors or users. It’s also about addressing any poor experiences that might slip through the cracks, and in this day and age, the speed and efficiency...

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Apr 3, 2019

By 

Kathleen Browne

3 Ways Voice of the Customer Can Help Health Insurance Providers Manage the Customer Experience

In the age of the Customer Experience (CX), consumer expectations are reaching an all-time high across all industries. The Healthcare industry, including health insurance providers, is no exception.

Read More

Sep 20, 2018

By 

Kathleen Browne

Closing the Customer Feedback Loop: 6 Essential Elements You Need

Customer feedback has no value gathering dust in your database. Acting on it, and in a timely fashion, is how you can convert this feedback into positive Customer Experience (CX).

Read More

May 1, 2019

By 

Kathleen Browne

3 Reasons Why Closed Loop Feedback is Key to Your CEM Efforts

A crucial part of Customer Experience Management (CEM) is not only putting in place the means to deliver great experiences for your customers, visitors or users. It’s also about addressing any poor experiences that might slip through the cracks, and in this day and age, the speed and efficiency...

Read More

Apr 3, 2019

By 

Kathleen Browne

Key moments that medical centers can optimize using the Voice of the Patient

When it comes to selecting a medical center, patients now have the tools at their disposal to search for and compare the ones that best meet their needs. Medical centers are now expected to offer a positive Patient Experience (PX) that is critical to attracting and retaining patients.

Read More

Oct 18, 2018

By 

Kathleen Browne

3 Ways Voice of the Customer Can Help Health Insurance Providers Manage the Customer Experience

In the age of the Customer Experience (CX), consumer expectations are reaching an all-time high across all industries. The Healthcare industry, including health insurance providers, is no exception.

Read More

Sep 20, 2018

By 

Kathleen Browne

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