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What you do won’t do it
Read more: What you do won’t do itMy friend Shareef Mahdavi just released a new book, Beyond Bedside Manner: Insights on Perfecting the Patient Experience. To be precise, the book has 57 insights and any one of them could transform a medical clinic all by itself. If you work in healthcare, you must read this. One of my favorite insights is Defining […]
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Measuring Human Impressions
Read more: Measuring Human ImpressionsMy recent post Elephants Don’t Bite was about companies focusing on big things, like the strategic plan or the latest marketing campaign (the elephants), came at expense of the little things, like answering the phone or greeting the customer at the front desk (the mosquitoes) and it’s the latter that can kill you. In Marketing […]
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What you do today…they’ll remember tomorrow
Read more: What you do today…they’ll remember tomorrowI made my debut on the Beyond Bricks podcast with Nathan Unruh to talk about customer experience in the midst of COVID-19. Give it a listen and be sure to subscribe: What examples of great customer experience in the midst of COVID-19 have you witnessed? Tell me in the comments.
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Pandemic as Portal
Read more: Pandemic as PortalIn the FT yesterday, novelist Arundhati Roy wrote: Historically, pandemics have forced humans to break with the past and imagine their world anew. This one is no different. It is a portal, a gateway between one world and the next. Roy was primarily talking about her native India, hoping that the mishandling of the pandemic […]
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