Category Archives: Customer Experience

Customer Experience Tips: How to deal with negative feedback in Social Media

By Colin Shaw | Published: March 12, 2010

Entering into the world of Social Media can be a bit like opening Pandora’s box – there’s a lot of great things that can happen, but you may also encounter some negative feedback. Knowing how to deal with this effectively can define your reputation throughout the online world, and if handled badly, could cross over into [...]

Also posted in Social Media | Tagged Customer Experience, feedback, guide, mashable, Social Media | Leave a comment

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 [...]

Also posted in Customer Analysis, Customer Behaviour, Market Research, Thought Leadership | Tagged Customer Experience, healthcare, nhs, value | 2 Comments

Augmenting your Customer Experience through music

By Colin Shaw | Published: March 9, 2010

How can you augment your mood? How often do you manually dial up or down different emotions? When was the last time you looked at emotions as something tangible and manageable rather than an out of control force of nature? Deric Bownd’s stumbled upon the Moodagent iPhone app, where you can adjust mood dials to find and play music [...]