In this 30-min podcast, recorded in the summer of 2018, patient experience researcher Rick Harris and corporate anthropologist Andi Simon discuss the principles and practicalities of seeking out the wisdom of patients and caregivers in a truly person-centric way.
This podcast is important listening for organisations involved in either the design or delivery of healthcare. If you’re interested in what patient-centricity should really be about, as defined by patients, this podcast is for you!
Employee surveys are more commonplace than ever. And with so much of this survey activity moving online, it's never been easier to run a survey, contribute your views, and analyse the findings. Yet despite this, a staggering 87% of employees worldwide are still not engaged at work. This blogpost provides some essential tips for making employee surveys a route to success, and not just part of the problem….
This 4-hr session, conducted on your premises, is a step-by-step guide with worked examples to get you up-and-running with marketing in a post-GDPR world! Ideal for organisations seeking fast and practical help to complying in GDPR.
Whilst innovation can come from completely new customer research, it's well worth considering fresh ways to re-invent the insight you already have. By combining new insight with existing initiatives, firms have the opportunity to create additional value, both to the business and its customers.
Just seeking to hold on to customers isn’t enough in today's highly competitive world. So this post highlights simple way to use segmentation to improve customer loyalty. Why? Because many more customers change their behaviour than defect altogether.
The customer experience of the music festival Glastonbury is famous. Or should that be infamous? Whether its legacy will be mud or music is debatable. But the rise of challenger summer festivals is showing how the customer experience is becoming the key factor in choosing where to go.
Lululemon has been a standout success in US retail over the last decade. But after a customer experience disaster that cost the firm millions, can the yoga brand recover? And what CX lessons can we learn from it?