Increasing your internal and external service standards are pivotal for your organization to be or remain world class. Unfortunately, today, only the brightest appreciate that if the “heart-ware” of an organization is not first orientated towards Service Excellence, there is precious little focusing on. More...

Awakening The Heart Of

Service Excellence

Welcome, to the dawn of the age of “your” Customers’ eXPerience. Where “your” customer can choose which organization to engage globally, has a social media voice like never before and is willing to use it, independent of your organization More...

The Future of Customer

Experience

The Hardest Thing In Service – Handling Difficult Customers & The Art Of Service Recovery

Handling Difficult Customers The Art Of Service Recovery is by far the Hardest Thing In Service. Dealing with angry, dissatisfied and hell-bent customers is vastly different from getting and addressing constructive feedback. It takes extraordinary talents to handle difficult customers and even more so to recover service and convert it into loyalty More...

Patient Experience In The Age of Artificial Intelligence (AI)

The focus on patient experience is almost 20 years old, yet so few real strides have been made. In recent years it has become a much bandied term with a conveniently debated definition depending on the agenda of who is defining it, leading to endless disagreements and patient dissatisfaction. Also, the world has changed dramatically over the last 10 years. More...