Voice of Customer and Big Data will never be your key differentiator!
You may get insight but don’t expect to innovate How are you getting insight on your customers that is deeper than your competitors? How well…
Category: Knowledge & Education
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…
What makes customer-driven companies so hard to build?
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…
Healthcare lessons from other industries: easy access to a doctor
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…
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…
How much do you really understand your customers’ needs?
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,…
Introducing patient satisfaction initiatives in healthcare: lessons from other industries
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…
Giraffes, razors and jet engines: the re-emergence of the subscriber
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,…
Travelling hopefully: the problems of accessibility
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…
Why is “customer-centric sales” a misnomer for most organisations?
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…