A story about how a successful outcome doesn’t guarantee a positive patient experience

doctor time

The following is a story that was recounted to me by a friend, let’s call her Jasmine, about a recent visit to a local hospital. Jasmine woke up one day with a buzzing in her head and an overwhelming feeling of vertigo. After a couple of visits to her local doctor she was referred to a specialist neurologist at a local hospital. Arriving at the hospital she was directed to the neurology department waiting room, where she waited to see

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Building your positivity muscle and the impact it can have on customer experience – Interview with Matt Prowse of IAG

Positive

Today’s interview is with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little more of it into our own organisations, what they have done to with their ‘With Thanks’ programme amongst other initiatives, how they got senior executives talking to customers and the impact all of this has had on IAG. This interview follows on from my recent interview – Playing the customer experience game to

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Playing the customer experience game to win – Interview with Nienke Bloem

competition win

Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do. This interview follows on from my recent interview – Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society – and is

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Are you prepared to be this brave for your customers?

Bodyform Contagious image

In the early part of December I was lucky enough to attend the Most Contagious event in London. It is run by Contagious, one of the leading, global creative and strategic intelligence services and the event aims to provide an appraisal of the year’s most innovative and influential brand campaigns, events, technologies, start-ups and emerging trends from around the world. The event was kicked off by Paul Kemp-Robertson, co-founder of Contagious, and Chris Barth, it’s Lead Strategist, who were talking

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Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society

great

Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had,

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The challenge at the heart of marketing: An interview with Seth Godin

crossroads

Recently, I had the privilege of interviewing Seth Godin about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See, which in the short time since it’s release in mid-November has already become a New York Times and Wall Street Journal bestseller. For those that are not familiar with Seth’s work, he is the author of 18, now 19, best-selling books that have changed the way people think about both marketing and work and have

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What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk

The Great Escape film poster

Today’s interview is with Mike Perk, Managing Director of WWC, a South African digital transformation advisory firm, that I met at a recent conference in Pretoria. At the conference, Mike described a concept called Future Fit Leadership but he did so in a really engaging way combining World War 2 history and a famous film about the period. As a result, I asked Mike to be a guest on the podcast so he could share this story with you. This

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Becoming a trusted company is an absolute requirement of a winning strategy – Interview with Christopher Roark of Accenture

Trust

Today’s interview is with Christopher Roark, Managing Director at Accenture Strategy. Christopher joins me today to talk about Accenture’s new Competitive Agility Index, how a decline in stakeholder trust impacts a company’s financial performance and competitiveness, what management teams need to be thinking about and what companies should be doing about their findings. This interview follows on from my recent interview – Leaders should experience what it is like to be one of their own customers more often – Interview

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Not dealing with failure demand is hurting your customer experience

despair-513529_1920

In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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