Four tips to make Lean more customer-centric
Lean and BPM practitioners need to add to their toolbox In Part 1 of this series we examined basic evidence that supports whatcould be construed as an outrageous claim: that…
Creating a memorable coffee shop experience
How can retailers stand out from the competition and ensure sustainability of in-store coffee experiences? My husband and I recently visited a local coffee shop with some friends, and I…
Why tech help is a no-go area for AI
The one area where AI and bots are most needed will be one of the last to be automated How do you handle a tech crisis? Pretend it’s not happening?…
Heather Carter, an above-knee amputee, throws a ball to Bob Bahr, a physical therapist, during a therapy session inside the Military Advanced Training Center at Walter Reed National Military Medical Center in Bethesda, Md., April 13, 2016. Carter, a medically retired senior airman, and other amputees receive physical and occupational therapy at the center as they work toward their goals. One of Carter’s goals is to return to competitive softball. (U.S. Air Force photo/Sean Kimmons)
Transforming healthcare: patient experience is key
Patient experience is one of the three pillars of quality in healthcare. If healthcare organisations are to improve the quality of care they provide, then efforts to improve their patients’…
Image by LoggaWiggler from Pixabay
Want to change your culture? Go green…
Taking lessons from permaculture may be the best way to create a sustainable culture change As Kermit the Frog memorably put it, “it’s not easy being green” as anyone will…
Having reservations
Recently I went out to see a show with some friends of mine and we followed this up with drinks and dinner. We had a great time. The show was witty, topical…
Timing matters
Building an audience to leverage “customer” timing
What is “customer timing”? In my previous article (https://bit.ly/2F1Cq0i), I talked about mapping the buying journey so that, as marketers, we could better help the customer through the process of…
Are customers the source of happy ever after?
Finland, it seems, is the happiest place on earth. Yes, the Finns have topped the charts this year in the UN’s latest World Happiness Report ahead of Norway, Denmark, Iceland…
Wessex Water: using complaints to put the customer first
In this podcast, Nick Bush talks to Alex Russell-Rutherford a customer experience lead at UK utility company Wessex Water. Alex and his team recently won an award at the UK…
Profit, purpose and the power of advocacy
Recently I had the opportunity to learn more about UK handmade cosmetics brand LUSH. Ever since, I've been reflecting about a surprising discovery - the complete separation of the LUSH's…