Qaalfa Dibeehi

In customer experience management (CEM), one fundamental truth is that the customer experience is made up of two halves: rational and emotional. In financial services, one fundamental reality is that people want the greatest return but within their acceptable risk horizon. An individual’s acceptable risk horizon is determined by personal disposition and external factors like interest rates, economic stability and so forth. All of us in financial services clearly understand the importance and impact of the external factors. Whole fields of study (e.g., economics, finance, and accounting) are devoted to better understanding these external factors. The personal disposition side of the equation is less well understood although many social scientists are devoted to understanding it. The goal of studying personal risk disposition tends to focus on identifying what a person’s true risk disposition is – characterising it as high, medium or low tolerance to risk. As an example, two of the...

Patient experience is undergoing a renaissance, especially in hospitals. In the US, this is being driven in large part by the implications of the HCAHPS patient satisfaction reimbursement rules. In the UK, it’s National Health Service (NHS) reforms. As such, hospitals have been eager to hear from experts and learn from other industries about the most effective ways to improve Patient Satisfaction. The body of publicly available patient experience info is growing and in many ways it parallels that of the broader customer experience space.

One particularly informative Beryl Institute infographic recently caught my eye. It is entitled “Making Patient Experience a Priority” and it beautifully describes why patient experience is so important and outlines what needs to be done to build relationships with patients. The infographic puts the spotlight on what happens...

We have all wondered “Who is that sitting over there” when we are on flights. Well, it has just been reported by David Meerman Scott in his blog Web Ink Now that KLM will bring a special use of social media to some of its long-haul flights. The idea is that passengers will be able to op-in and register their social media details. After doing so, they will be able to look at the Facebook and Linked In profiles of others who have also opted in.

Who knows where this will go, but maybe passengers will start to gravitate toward those with similar profiles (e.g., people headed to the same conference or working in the same industry). While it may happen just like that, I was thinking that KLM could add a Facebook Meet & Seat app that also lets you specify if you are a talker, sleeper or movie watcher. This could allow talkers to find their kindred spirits. Of course, it will...

Many hospitals in the USA are concerned with patient experience especially with HCAHPS reimbursement rules come into effect. However, there is confusion about what customer experience actually refers to. A Health Leaders Media survey of hospital and health system senior leaders that states that “34% chose "patient-centred care," 29% selected "an orchestrated set of activities that is meaningfully customized for each patient," and 23% said it involved "providing excellent customer service." The remaining 14% said it was creating a healing environment which seems most aligned to what’s measured by HCAHPS. It is not just semantics. The definition used makes a difference because it determines what a successful outcome will be or not.

The honest truth is that while many hospitals will always have been concerned with the patient experience they did not have a clear vision of what it actually is. Successful outcomes were measured by a variety of yardsticks. HCAHPS may not...