Last week I posted a video by a brilliant customer experience manager, Dr. Bridget Duffy, MD and Patient Experience Manager at Cleveland Clinic.
This week, Tom Peters tells us it is our responsibility to listen strategically. Instead we listen for a few seconds before giving our solution to whoever is talking with us. Listening, we all know is the No. 1 skill that leads to a better customer experience.
Why then don’t we do it?
It is a total of 30 minutes or so of insight ... Read More
The knee-jerk reaction of many company execs is to silence the loudest critics their companies have. From the diplomatic to demanding, the approaches vary but the message often delivered to critics is the same: be gentle in your criticisms and generous in your praise – or go away. Even in 2010 when blogs get much more traffic that newspaper websites, more time is spent on the Internet than watching television, and Facebook and Twitter both have more users than some nations have populations, companies are still ignoring their customers’ voices just because they are not positive. What an opportunity to connect with customers and learn to improve.
Critics Can Be A Great Catalyst For Growth
The natural inclination of any one in marketing, product ... Read More
Bridget Duffy, MD and former chief experience officer at the Cleveland Clinic, talks about her experience as a patient and how the patient’s experience in healthcare needs to change.
How fast can you become invisible?
As fast as you become disabled. After 20 years in working to improve patient experience, she saw life from the other side. Why do care givers go into the care giving business? The answer defines the customer experience.
Dr. Duffy’s talk on this video will change how you view CEM.
There are an outstanding series of videos sponsored by the Stanford Technology Ventures Program. One in particular is outstanding in the area of early adopter’s contributions to a start-up trying to sell software over the Internet. It features Eric Ries, co-founder and CTO of IMVU, best-selling author and board member for several companies.
In this segment he discusses how early adopters can often deliver excellent insights and help more effectively tailor a new application to specific market needs. It’s well worth the time spent watching. If you have time his entire talk given at Stanford in 2009 is worth checking out.
Louis Columbus
Cincom Systems
Walking through the doors of the Siemens Energy and Automation Plant in Norwood, Ohio you immediately get a sense of the ... Read More
By Randy Saunders
Today’s consumer expects a convenient shopping experience that seamlessly spans all retail channels. For example, a shopper may utilize the web, the store, and the call center to:
This is becoming more and more common. According to a ... Read More
