“…In healthcare, we've seen a massive push towards improving the patient experience, which is unequivocally the right focus. However, equally critical to transformational change are our clinical team members, and there are distressing signals they are often forgotten from these efforts.”
Read More“…What do smart brands like Disney, Clear, The Standard Hotels, and Docent Health have in common? They all know that language matters, and they focus on the tiniest nuances of how they communicate and engage with their customers…because it can make all the difference!”
Read More“…The unlikely story of how a struggling pizza brand re-focused on innovating the customer experience and radically reinvented itself.”
Read More"...Launched in 2015, The Standard and its leadership had chosen to wade into perilous territory others had avoided. As first-movers in the same-day booking space like the aforementioned HotelTonight (mobile) and Priceline (online) took market share, only The Standard chose to directly give their consumers their unique take on same-day bookings."
Read More"...The San Francisco-based mobile app, which has drawn legions of users for its friendly interface and slick ability to book last minute hotel rooms at discounted rates, has just expanded a feature which may reshape how numerous industries think about human touch and customer service.
Read More"...as I look for examples of really polished consumer experiences, I need not look further than the likes of Amazon, Delta, and Bonobos. Within each, an approach that recognizes the value of both a digital and physical experience arises in fluid concert."
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