Monthly Archives: January 2013

The much discussed NPS-style 'Friends & Family' question is being introduced by the NHS in April 2013. But will this survey be asked at the right time in the patient experience? And how narrowly should their experience be framed?

Customer experience (CX) dogma has drilled companies into engineering their products and services for consistency. But what about their people? Could or should firms ''dare to be different' and hire employees outside of their usual profile?

For a customer experience to achieve its goals, it needs employees to feel free to deliver it authentically. So how can firms empower their people to provide a great experience, without risking them going off-piste? By being brave. Here's why.......