by Colin Shaw | Apr 30, 2012 | Patient Experience
Managing patient satisfaction is a key strategic goal for healthcare providers on both sides of the Atlantic. With patient satisfaction scores being directly linked to financial gain and loss, hospitals in particular are forced to re-evaluate their way of being and...
by Colin Shaw | Apr 25, 2012 | Patient Experience
Patient experience is undergoing a renaissance, especially in hospitals. In the US, this is being driven in large part by the implications of the HCAHPS patient satisfaction reimbursement rules. In the UK, it’s National Health Service (NHS) reforms. As such, hospitals...
by Colin Shaw | Apr 23, 2012 | Customer Experience
In a digital era where self-servicing and self-sufficiency become order of the day, human interaction is rightfully seen as a key differentiator for companies trying to engage customers. The call centre experience is one such instance where human interaction can...
by Colin Shaw | Apr 19, 2012 | Customer Satisfaction
It strikes us how focused the majority of businesses are on getting customers through the door, thus spending hundreds of millions on advertising while at the same time not paying much attention to customers leaving from the back door. With the economic stagnation...
by Colin Shaw | Apr 16, 2012 | Emotional Experience
The biggest thing I have learnt in 15 years of working in Customer Experience is all about having the right mind-set. I recently gave a key note speech at a Telecoms conference in Miami. It was a bit like coming home as prior to starting Beyond Philosophy I spent 18...
