Horror customer experience
We talk about good vs bad customer experiences. And we give examples of organizations that do things well or poorly. But we rarely are able to shine the…
Tag: healthcare
Customer Experience in Healthcare – How Bupa Arabia has created extraordinary performance growth using customer innovation principles
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class”…
Whose clock are you on?
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the…
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…
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…
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…
Does employee engagement affect RoI in the healthcare industry?
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…
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…
Great CX is vital for successful healthcare
An increased focus on customer experience – not just the customer service element – is becoming increasingly vital to ensure success as a healthcare provider.…
How local companies are helping make Asheville the healthiest city in the USA
Have you heard of Asheville? Not too many on the European side of the Atlantic have. It is a relatively small city of less than…