Ethnographic thinking allows so-called 'off-topic' data to become the most valuable insight - the ‘cultural-glue’ that uncovers an “ecosystem of observations”.
Read MoreA recent study shows that 57% of cancer drug use showed no benefits for either survival or quality of life. But who's actually defining what 'benefit' includes?
Read MoreHere's an infographic, showing Customer Faithful's development of patient experience through the years.
Read MoreThese days, it seems every company has rewritten its brand values to be ‘all about the customer’. But how can we actually tell if a company means what it says?
Read MoreEach year, research & insight agency Customer Faithful makes a festive video to celebrate the holiday season. We hope you enjoy it, and see you in 2018 :-)
Read More5.4 million people in the UK have asthma - it's one of the nation's most common health issues, requiring significant NHS funding. But is it money well spent?
Read MoreRail ticketing has always been about asking the passenger where they’re going.But from now on, it should not need to ask. It should know. Here's why....
Read MoreI had an interesting lesson today, delivered by Virgin East Coast. They taught me that like customer service, a conscious lack of service takes conscious effort
Read MoreWhile the style of customer journey maps may vary, their most-often made mistake is universal - a failure to centre the journey on the customer themselves.
Read MoreCustomer Faithful's Founder Rick Harris will appear in the TV broadcast "Innovation in Healthcare: Medical Research", focusing on patient-centricity.
Read MoreCustomer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
Read MoreCustomer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
Read MoreIt's very cool to frame your brand as an 'experience' these days. But what does it actually mean? Here's how we recognise and 'test' an experiential brand.
Read MoreThe principle of patient-centred care may seem obvious, but in fast-paced healthcare settings, they can still be overlooked. It's time to learn to listen again.
Read MoreLululemon 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?
Read MoreWhen designing new products & services based on a customer journey map, organisations need to look beyond customer ideas and focus instead on the job to be done
Read MoreAs customer experience specialists, we came at the challenge of creating motivated employees from a whole different perspective. And we broke the mold.
Read MorePatient engagement drives better health outcomes. But where does engagement begin? Instead of starting with health literacy, begin with the life of the patient.
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