customer experience

The Third Step to Building a Customer Experience Strategy – What do Your Customers Want?

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

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The Second Step to Building a Customer Experience Strategy – Who are you as a Company?

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

The Second Step to Building a Customer Experience Strategy – Who are you as a Company? Read More »

The First Step to Building a Customer Experience Strategy – Understand Corporate Strategy

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

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The age (still) of the consumer in healthcare

I’m midway through the whirlwind that is AHIP, and I’m a simultaneously depressed and excited. WAY back in 2008, I gave my first speech at AHIP about customer experience. It was the first time we really started talking about the consumer at this conference. I had 7 people in my audience.

Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot!

Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot! I’m fascinated by the number of people that are still trying to get a pulse on their business by asking how satisfied people are. Your satisfied customers are satisfied. Leave them be. Let’s focus on …

Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot! Read More »