When Kevin Roberts of Saatchi and Saatchi proposed the concept of Lovemarks (http://www.lovemarks.com) it represented a paradigm shift in brand communication away from the ‘hard sell’ and towards the creation of a desire or ‘love for the brand.’ Whether through...
Is there a general trend toward customer sophistication in making complaints and in understanding the real root causes of the problem? I recently read a blog post by Rosa Dominguez which outlined some issues she was having with ING Direct in Spain (Spanish version...
Over the last ten years I have had the privilege of designing many customer journeys for our clients. I would like to share with you some of the critical aspects of this work to enable you to design a great experience for your company. Organization confuse processes...
According to Nielsen report the number of smartphone subscribers in the US using mobile internet has grown 45% since 2010 and is rising. Research firm Gartner estimates smartphones sales worldwide increased 58% year on year in 2011. This is putting pressure on...
Patient experience excellence has brought Memorial Hermann Hospital System in Texas, US, astonishing rewards: 5% increase of market share within the first 2 years Profit where loss was predicted Patient satisfaction scores jump by 20% on average across the board...
