The old retail model is dying – consolidation merely postpones the inevitable The news that UK supermarket Sainsbury’s and Walmart subsidiary Asda plan to merge may have been judged a…
Possibly, but only if you're not one already Fear of Flying? Fear of Fifty? Whatever these entrepreneurs have, it ain't fear. Or is it that entrepreneurs "feel the fear and…
Lazy thinking would suggest leadership but the reasons are more subtle It makes depressing reading. Virtually every survey I read hammers the same fact: customer experience has never been so…
Health services should put patient convenience first “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The…
Quite often, it's about what they didn't teach you at business school….Cold Calling. Securing funding to launch unknown brands and untested propositions provides a window of opportunity. Having capable managers…
The arrival of fake videos and associated phenomena will drive us towards a greater emphasis on human service “Sincerity – if you can fake that, you've got it made.” US…
Nick Bush and Charles Bennett find that under-performing teams invariably persist with the wrong underlying beliefs. How many times have you seen a company or team consistently underperform yet carry…
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…