Customer Faithful's Founder Rick Harris will appear in the TV broadcast "Innovation in Healthcare: Medical Research", focusing on patient-centricity.
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Customer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
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Customer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
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It's very cool to frame your brand as an 'experience' these days. But what does it actually mean? Here's how we recognise and 'test' an experiential brand.
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The principle of patient-centred care may seem obvious, but in fast-paced healthcare settings, they can still be overlooked. It's time to learn to listen again.
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Lululemon has been a standout success in US retail over the last decade. But after a customer experience disaster that cost the firm millions, can the yoga brand recover? And what CX lessons can we learn from it?
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When designing new products & services based on a customer journey map, organisations need to look beyond customer ideas and focus instead on the job to be done
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As customer experience specialists, we came at the challenge of creating motivated employees from a whole different perspective. And we broke the mold.
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Patient engagement drives better health outcomes. But where does engagement begin? Instead of starting with health literacy, begin with the life of the patient.
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Patient engagement has been a healthcare buzzword for years now. But are doctors and patients even on the same page? This asthma case study suggests not.
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Customer Faithful's Rick Harris will be delivering his next 1-day course "Customer Experience Management - The Fundamentals" in Peterborough on Oct 3rd.
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Customer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
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In this blogpost, we attempt a working definition of what a ‘Random Act of Kindness’ is, and provide some examples and structure for how they can be used effectively.
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Although the concept of tribes in marketing has been around for more than a decade, they can hardly be described as mainstream. So what's the The Big Idea here? And should you encourage your organisation to embrace tribal marketing?
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Everyone gets the concept of ‘customer journey’ now – the steps that people take in finding, choosing, buying and living with a product or service. But do customers really act out these journey steps in such a single-minded and linear way? We think customer journey mapping is about to get a radical shake-up....
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Here's Don Draper getting to the heart of the limitations of using traditional methods of research in isolation.We feel your pain, Don....
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Recent research commissioned by the Department of Health was seeking to identify the best single ‘overarching’ question to ask patients and service users about their experiences of healthcare. But using NPS has proven to be confusing for patients. We explain how and where to get the best out of NPS.
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Do traditional loyalty techniques actually create value? In this first of two articles, I’ll challenge whether our expectation of loyal customer behaviour is true in the real world, and suggest some alternative ways to find loyalty in 2015.
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