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1 min read
The best patient care starts at the clinic
There’s been a lot of talk about omnichannel structures over the past few years. As we move into 2016, clinics (like retailers, banks, and other service oriented businesses) must have that connected online-to-onsite engagement path firmly established and working well. You need to outline the most im...
2 min read
84% of leaders rank patient experience as a top priority – Here are top tips on how to deliver
Healthcare facilities of all types are under enormous pressure to provide an improved quality of care to more patients while coping with limited available resources. For hospitals in particular, public and private, this often means a stressful experience for patients and staff alike. According to Ca...
2 min read
How iBeacons can improve customer experience
Even with the current technology hype around iBeacons and BLE, most people probably have never heard of it. But since Apple last year subtly introduced iBeacon as part of iOS 7, more and more companies are now taking advantage of the feature and are launching early products and services. What is iBe...
2 min read
Digital signage reinvented – Integrating context marketing with the customer journey
When a customer comes to visit they go through a journey. The journey comprises a set of experiences. Those experiences shape how the customer will react as you deliver your messages and offer them different products and services. That journey is crucial to maximising the value of your customer’s vi...
2 min read
iBeacons, the Internet of Things and how this relates to great service
More than ever before, success depends on being able to offer a customer experience that is unique and more attractive than the competition. An experience that empowers customers so that they can decide the best way to interact with a service provider, e.g., a store, a bank branch, a public office, ...
1 min read
The story about Mr. Smith and his painful and enjoyable journeys
Mr. Smith has been a regular customer of his bank for 15 years. Almost out of habit, really. Some would call it loyalty. He’s been relatively happy with the service, but lately, well, he’s starting to feel left out. Questioning the bank’s commitment to serving his needs – and wondering if they care....
2 min read
Inspirational customer experience quotes
Today, customers are in power and business success is based on how well companies can meet customers demands and expectations. Customers have many choices and it is critical to make their experiences as simple, consistent and relevant as possible as they pass through their customer journey. I have s...
1 min read
How to lose your customer - Take him for granted
Like so much in life, you do not realise just how much you took it for granted until it disappeared. I am talking about the customer or more specifically, the customer on your premises. At one time we really did think nothing of the time that they spent with us. Why did it matter if they had to queu...