Patient experience and dignity: New hospital gowns
Patient dignity improved new hospital gowns designed at the University of Cincinnati and in Bristol, England.
Author Archive for Dale Wolf
Currently Director of Education and Information Services at Compass Clinical Consulting. Have been running The Perfect Customer Experience blog since 2005. Over the years, held senior marketing positions for three companies, founded and served as president for Wolf Blumberg Krody (WBK), a marketing and design agency for 20 years. Returned to client side of the business as Director of Strategic Marketing and Customer Experience Marketing for Cincom Systems for ten years before joining Compass.
At 212 degrees water boils. And separates one hospital from another.
Have you measured the temperature of your patient experience lately. Not one that is full of holes and self-deception, but the real one: Would your patients refer their friends to your hospital? That’s the one question that separates growing hospitals from fading hospitals.
Feb 16, 2010 | 0 comments | View Post
Is Customer Experience a Fad or a Real Business Movement?
I get asked all the time why I think delivering a perfect customer experience is so important. My knee-jerk response is “do you want to deliver an imperfect customer experience?”
Feb 13, 2010 | 0 comments | View Post
Sponsored Whitepapers
Stay current on the latest whitepapers, tools and articles about customer experience management.
Feb 11, 2010 | 0 comments | View Post
Personality Traits of B2B Decision Makers
The better we understand B2B decision makers, the more skillfully we can help them solve issues.
Feb 11, 2010 | 0 comments | View Post
Customer Experience Technology Solutions
A source list of technologies to improve management of the customer experience and marketing automation.
Feb 09, 2010 | 0 comments | View Post
Would You Like a Pony?
No company can do well when it treats its customers wrongly. That is the essence of Customer Experience Relationship Building. By Dale Wolf
Jan 10, 2010 | 0 comments | View Post
Patient Experience is Job One for Everyone Working in a Hospital
Everyone in the organization from patient registration staff to surgeons and nurses to various clinicians and support staff to senior managers — everyone must see delighting the patient as Job One.
Jan 02, 2010 | 0 comments | View Post
Hospitals Get Failing Grade from Patients
Just 68% of hospital patients would recommend their hospital to a friend. Only 67% of Hospital Boards consistently monitor this patient satisfaction issue.
Dec 09, 2009 | 0 comments | View Post
Customer Experience Blogs
Here’s our list of other blogs who do a great job in promoting discussion and action to improve the customer’s experience — so that customers will in the end refer your company to their friends and colleagues.
Feb 01, 2009 | 0 comments | View Post
Customers Be Damned. We’re in Charge Again!
Well actually, if I believed my headline, I’d have to stop publishing this blog. But I fear there is evidence that many corporate managers still see the world this way.
Jul 02, 2008 | 0 comments | View Post
Proof That Demand Driven Supply Chains Deliver Exceptional Financial Performance
To put iPhone’s success into perspective, it took 22 quarters for BlackBerry to ship over 1 million units in a single quarter, while Apple accomplished this in its first full quarter with only one carrier in the US.
Jan 08, 2008 | 0 comments | View Post
The Les Misérables of Customer Service
Customer anger is the direct result of company managers focused on themselves instead of on their customers. We’re measuring the wrong things and rewarding the wrong behavior. 70% might get you a passing grade in high school, but not in the world of competition for the hearts and minds of customers.
Jun 18, 2007 | 0 comments | View Post
After Amazon … the Customer Service Line is Re-drawn
Amazon and Google have changed how every business should deliver customer service.
Mar 10, 2006 | 0 comments | View Post
Biased Business Decisions
How often do werecommend a business decision that flies in the face of facts that seem to tell you to go the other way? How often do we just ignore the facts because we want to do something else that is likely doomed from the start?
Jan 06, 2006 | 0 comments | View Post
Louis Columbus
Former Senior Analyst at AMR Research, management at Gateway and Ingram Micro, published 15 technology books. Currently Cincom Marketing Manager for Manufacturing Enterprise Compliance Software Products , weekly columnist for CRMBuyer.com and Informit.com, gives graduate-level international business and marketing courses for Webster Loyola-Marymount University. Taught at University of California/Irvine, and California State University/Fullerton and onsite [...]
Dec 15, 2005 | 0 comments | View Post
Business or Busyness? How do we spend our time?
With downsizing, the work didn’t go away … we just took on more. And the quality of what we did went south.
Mar 10, 2005 | 0 comments | View Post
Wanted: Leaders Who Understand Change
Leaders realize that an organization will survive and thrive only through change.
Feb 10, 2005 | 0 comments | View Post
Timing is Everything
Timing is one of the major “customer contest” factors we must get right.
Feb 10, 2005 | 0 comments | View Post
Confusing the Customer Experience with Too Many Options
Companies that hit the right balance between innovation and complexity create more efficient operations and more profitable customer relationships.
Feb 10, 2005 | 0 comments | View Post
The First 5 Seconds … Respect for your Prospects
What we say in the first few seconds will determine if we can help a prospect solve a problem and move the prospect into your sales pipeline.
Oct 10, 2004 | 0 comments | View Post
