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...
by Colin Shaw | Apr 14, 2012 | Emotional Experience
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...
