Category Archives: Market Research

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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No I don’t want to be put on hold, or to India, or even put down!

By Colin Shaw | Published: March 2, 2010
The UK institute of Customer Service has just released its bi-annual review of how Customer Service in Britain in faring. For this part of this report, they asked respondents their views on Call Centres. You can read the full blog post here, where they have attempted to qualify the top 3 annoyances (presented [...]
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I bet you can’t prove ROI on Customer Experience Investments…

By Colin Shaw | Published: March 1, 2010
Jon Picoult can. The Founder of Watermark Consulting compared the stock performance of companies with Forrestors Customer Experience Index to demonstrate how Customer Experience investors outperform those who failed to invest. Meanwhile, Bruce Temkin commented that his previous research work, entitled Customer Experience Boosts Revenue, echoed Picoult’s post – research which examined the difference in loyalty [...]
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