Horror customer experience
We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the light on a truly horrific…
Is management consultancy a waste of money?
Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but the problem is I don’t…
Customer Experience in Healthcare – How Bupa Arabia has created extraordinary performance growth using customer innovation principles
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class” companies do differently, the logic…
Jerks at work can seriously affect your health
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national…
Heather Carter, an above-knee amputee, throws a ball to Bob Bahr, a physical therapist, during a therapy session inside the Military Advanced Training Center at Walter Reed National Military Medical Center in Bethesda, Md., April 13, 2016. Carter, a medically retired senior airman, and other amputees receive physical and occupational therapy at the center as they work toward their goals. One of Carter’s goals is to return to competitive softball. (U.S. Air Force photo/Sean Kimmons)
Transforming healthcare: patient experience is key
Patient experience is one of the three pillars of quality in healthcare. If healthcare organisations are to improve the quality of care they provide, then efforts to improve their patients’…
The beating heart of your business: Leadership components to propel a healthcare startup
Most entrepreneurs encounter various problems in expanding their business, but, the gravely underestimated issue comes from within. Their leadership skills may leave a lot to be desired. And, while we can…
Whose clock are you on?
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the day counting down the time…
Jerks at work can seriously affect your health
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national…
By Ed g2s - Own work, CC BY-SA 3.0, https://commons.wikimedia.org/w/index.php?curid=303792
Small changes can make a difference: a birthday present to the NHS
Time taken to establish a rapport with customers is not wasted I don’t think the best way to celebrate the National Health Service’s 70th birthday is by having an extended…
Net Promoter Score – what’s the point?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…