by Colin Shaw | Oct 7, 2011 | Patient Experience
USA today’s article “Hospitals turn to Disney for patient-satisfaction advice,” notes that in 2013 the Centers for Medicare and Medicaid Services will withhold one percent of Medicare reimbursements from hospitals and reimburse them based on patient satisfaction...
by Colin Shaw | Oct 5, 2011 | Expert's Insights
Who are the extreme players in the field of Customer Experience? Casinos. Even though we all know the odds favor of the house, people still flock to casinos. After losing a big wad of cash at the blackjack table you may be inclined to think that they tricked you, but...
by Colin Shaw | Oct 3, 2011 | Customer Experience
Advertising and marketing are part-and-parcel with the financial world. Many people simply decry any form of business or entrepreneurship as exploitative and manipulative. On the one hand, this camp’s perspective contains a kernel of truth: any form of persuasion for...
by Colin Shaw | Sep 30, 2011 | Market Research
The question of whether societies experience mood states that affect their collective decision-making is a provoking one, and it’s one that Dr. Johan Bollen – a computational mathematics researcher at the University of Indiana – asks in his 2011 paper “Twitter mood...
by Colin Shaw | Sep 28, 2011 | Customer Experience
“What do you mean by Customer Experience?” I get asked this question all of the time. Although I help organizations to build great customer experiences every day, this is a surprisingly tricky question to answer. The best way to illustrate the concept is to offer...
