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…
Tag: customer experience
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…
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…
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…
Good customer service costs you money
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…
Is it time to retire Customer Success Management?
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…
Don’t waste your time going on a “CX Safari”
Spend time with your own experts – on the front line Of all the greatest myths in management, the idea that you can improve by…
Little things mean a lot when it comes to great service
You won’t find this outstanding service approach in any handbook Mr M Ward is a customer service guru – but not in the traditional sense…
Keeping it simple to transform customer experience
A simple app gets satisfied customers to make the effort to identify outstanding service agents We are always on the lookout for companies who have…
How to improve Customer Advocacy in healthcare
Patients will never stop being customers – even when they put on a hospital gown Business processes have been used for a long time to…