We redesigned a paediatric clinic by looking at everything from 3 to 4 feet off the ground. That is what a child sees. Not what the parent sees. Not what the doctor sees. The smell was the first thing we changed. Clinics smell like stress. You walk in and your shoulders go up. That is true for adults. For a child, it is worse, they do not have the vocabulary for it yet, but the body remembers. The layout followed. Adults notice the reception desk first. Children notice the fl

2002 Nobel prize laureate Daniel Kahneman said "For some of our most important beliefs we have no evidence at all, except that people we love and trust hold these beliefs. Considering how little we know, the confidence we have in our beliefs is preposterous - and it is also essential." And then I thought about NPS. And I laughed. Then felt sad. It was hilarious and all too real at the same time. Nobody woke up one day and decided CSAT and NPS were the twin pillars of customer

Why Return on Experience Beats Return on Investment

Range is underrated. Breadth of experience changes everything.

Ugh, this again. Another Monday where I promise myself "this is the week I get fit" for the 47th time. Why is this so difficult? I've got...

Simple way to understand the difference between Customer Experience (CX) and Customer Service (CS)

In today's world, happy customers aren't just a nice-to-have, they're a MUST-HAVE. Net Promoter Score (NPS) is a secret weapon for...