Customer Experience: heroes and villains
Large organisations can make small gestures with a great effect. They can also fail the customer quite spectacularly Hero: stolen dog recaptured by an Amazon employee Just after a delivery…
Large organisations can make small gestures with a great effect. They can also fail the customer quite spectacularly Hero: stolen dog recaptured by an Amazon employee Just after a delivery…
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…
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…
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…
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…
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 –…
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 –…