My history of accidents is an object lesson in building customer relationships
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the day counting down the time to your demise and wondering how you’re going to spend it. Yet time-efficiency and utilisation are beloved of management consultants, personal growth coaches, line managers … Continue reading Whose clock are you on?
And other aspects of performance can be affected as well According to recent reports the cardiac surgery unit at my local hospital has a mortality rate almost twice the national average and the main reason given is a “toxic atmosphere” and bickering between two rival camps of surgeons. Since I’m an outpatient at the cardiology … Continue reading Jerks at work can seriously affect your health
Time taken to establish a rapport with customers is not wasted I don’t think the best way to celebrate the National Health Service’s 70th birthday is by having an extended stay in an A&E department waiting room but that’s what happened to me the other day so I’m sharing it with you as it illustrated … Continue reading Small changes can make a difference: a birthday present to the NHS
Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but the problem is I don’t know which 50%”. When it comes to spending on management consultants it could be that 100% of your spend is wasted if recent research into … Continue reading Is management consultancy a waste of money?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me to think about your recent experience in the Emergency Department. How likely are you to recommend us to your friends and family if they needed … Continue reading Net Promoter Score – what’s the point?