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by Colin Shaw | Apr 10, 2014 | Patient Experience
Patients are like customers. Of course, patients don’t choose to be there, could be in pain, and chances are that they would rather be somewhere else, which isn’t necessarily true for customers. But like customers, patients have expectations and perceived experiences....
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by Colin Shaw | Apr 9, 2014 | Retail Customer Experience
Globalization is a reality for more organizations. Moving your organization to a global market is a big step with many strategic considerations. But one area that I would hope that does not get overlooked in the strategic planning for a global expansion is customer...
![Patient Experience: Is Anyone Hearing Your Roar?]()
by Colin Shaw | Apr 7, 2014 | Customer Experience
The Royal Bank of Scotland’s (RBS) CEO Ross McEwan admitted recently that in the banking crisis especially, they were not putting the customer first in their business practices. With this admission and his commitment to change he effectively ends his Naiveté…at least...
![Patient Experience: Is Anyone Hearing Your Roar?]()
by Colin Shaw | Apr 3, 2014 | Customer Experience
Last week, Starbucks announced that after 4pm they would serve wine and various evening menu items. But this move makes me uncomfortable based on two factors. #1. The history of big brands branching out beyond their usual offerings is not always good. History has...
![Patient Experience: Is Anyone Hearing Your Roar?]()
by Colin Shaw | Mar 31, 2014 | Customer Experience
In recent headlines, Quiznos filed for bankruptcy and Chipotle decided not to serve breakfast burritos. These two seemingly unrelated stories tell us something very important about creating a customer experience: you can’t change it using an inside out approach. What...
