Category Archives: Customer Analysis

The Cut & Paste Customer Experience

By Colin Shaw | Published: March 19, 2010
The internet is the holy grail of worldwide information. With the click of a button, the press of a few keys and you can find, read and copy endless reams of information. The cut & paste culture that has developed on the web has been integral to its growth. However, it is also seen by some [...]
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Patient Centered Care? Feeling sick… but not valued!

By Qaalfa Dibeehi | Published: March 11, 2010
There is a general movement towards patient centred care. You see the NHS talking about it in the UK. You hear it in the healthcare debate in the USA. It seems we have turned the tide and most people involved in healthcare conceptually agree that patient centered care not only provides better [...]
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The Customer Experience Planning Gap

By Steven Walden | Published: February 18, 2010
Management may plan one thing but different employees approach issues differently Has it happened to you!  You approach one employee with a request, hear it can’t be done, then go to another and see how easy things can be? Or how about the time when a definite ‘’No’’ turns into a “well let me see what [...]
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