Focus: a recipe for customer success
Sometimes you just need to stick to one thing and do it really well Back in January I had a celebratory meal that illustrated the good and bad aspects of…
Sometimes you just need to stick to one thing and do it really well Back in January I had a celebratory meal that illustrated the good and bad aspects of…
When it comes to customers with any form of impairment the answer is most likely not enough As my previous articles on accessibility have shown, the experience for a customer…
Can we use an Uber-style service to combat bed-blocking? “Many health systems make large investments to improve the patient experience but fail to achieve their desired objectives because they did…
There are attractions in the subscription model, but only if it’s genuinely customer-centric Somewhere along the road from a government department to an FTSE100-floated plc, BT stopped referring to its…
“65% of future jobs have not been invented” is a myth but the underlying drivers are massively important Many of us have heard the statistic “65% of school children will…
Pretty soon, there may be no Homebase at all My track record as a DIY-er is not all that great, but I’m thinking I could have done a lot less…
Engagement is a leader’s job, but this bad habit is one of the worst No one knows the business as well as you do, so you might as well retain…
Obsessing about what’s right obscures the real issue Measuring the "right" things is talked about in almost every company. Unless we agree with what and how something has been measured…
When customer journeys are actual journeys it’s hard to get a joined-up solution I love a challenge and this one seemed quite straightforward: two elderly people – my in-laws –…