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…
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…
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 –…
Don’t confuse employee satisfaction with real engagement “Without employee engagement, you’re never going to get the kind of ultimate patient experience you’re hoping for.” –Mike Packnett, CEO, Parkview Health Managers in…
The vast majority of salespeople are simply not customer-centric enough and it’s costing millions! “The problem is that it’s rare to find a sales head who will admit that, and…
Even a fictional character can have a bad customer experience George was feeling a bit strange. Together with her cousins Dick, Julian and Anne – not forgetting her dog Timmy…
A “good” service is simply not good enough to effectively compete! Good service is almost certainly leaving revenue, market share and new customer opportunity on the table, untapped, and your…
It’s nothing to do with the customer One of the craziest, most limiting roles to have emerged in recent years is Customer Success Management. It’s a relatively new position –…