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Customer Experience's Voice of Reason. When someone says, "I know a guy who can help you," they are talking about me
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Rajeev Menon's Print Folio
On the launch day, employees will see floor stickers at the entrance and angels and devils around the venue encouraging them to choose between heaven and hell travel destinations. The stage will be covered with clouds and an employee will unveil the concept by pulling down a noose. The event aims to set a new standard in customer care by sacrificing employees for customers. Heaven and hell destination options will be available, along with office interior decorations, wallpaper, employee certificates, backdrops, and awards for those who become martyrs for the customers. Marketing will include billboards, ambient music, and a microsite.
Guest lecture at Singapore Institute of Management - July 2015
Edenspiekermann is an international design agency with offices in Europe, the USA, and Asia. It has over 90 employees from 14 nationalities, including designers, developers, and consultants. The agency creates brand experiences to help customers become followers by understanding what clients and their customers need. It presents some of its case work including designs for Utrecht City Theatre, Keizer Karel Podia, Kröller-Müller Museum, and Robeco.
Porfolio
Mandy Welman is a commercial interior designer who has worked on various commercial projects for 16 years, including casino interiors, corporate headquarters, and other spaces. She enjoys challenging projects that require finding new design solutions, such as healthcare environments that balance materials, clearances, and codes. Welman also likes transforming unused spaces, such as turning a storage area into a meeting space with offices and computer stations through creative use of color and texture. Her goal is to design functional and stylish spaces that embrace occupants through attentiveness to details.
recommendation letter - Enver
Enver Altuntas interned at James Hardie in Amsterdam, where he played a leading role in their social media and online marketing campaign. His supervisor, Julie Lehto, recommends him highly and describes him as strategic, solution-oriented, detail-focused and hard-working with a positive attitude. Enver is intelligent with a mind well-suited for marketing communications.
Service Design Days 2017 - Case study Etsy (Randy Hunt)
The document discusses valuing design at Etsy and how to create understanding of design's contribution in an organization. It describes how Etsy tracked key design metrics from 2005-2017 like user research, brand design, and market research to prove design's impact. It then provides an exercise to help define what design teams do, the value they provide customers, the business, and practitioners, and how to measure or explain design's impact through creating understanding of design's deeper value in an organization.
Gvo2
GVOlabs.com adalah syarikat pengiklanan online yang beribu pejabat di Ottawa, Kanada yang telah beroperasi selama lebih 35 tahun. Ia menawarkan peluang untuk mendaftar sebagai ahli percuma dan mempelajari alat pemasaran digital serta program pemasaran syarikat untuk menjana pendapatan melalui iklan dan bonus. Syarikat ini menggalakkan ahli menjemput kawan untuk mendaftar bagi mendapat manfaat tambahan.
The battle for safety
The document summarizes the inherent security problems with internet use and provides recommendations for basic and additional defenses. It outlines that security problems are increasing as organized criminal gangs target internet users, but with reasonable care most users can avoid serious issues. It recommends minimum defenses like Windows firewall, antivirus software, and regular backups, as well as additional options like strong passwords, intrusion detection, and sandboxing software to improve security while maintaining usability.
Recommended
Rajeev Menon's Print Folio
On the launch day, employees will see floor stickers at the entrance and angels and devils around the venue encouraging them to choose between heaven and hell travel destinations. The stage will be covered with clouds and an employee will unveil the concept by pulling down a noose. The event aims to set a new standard in customer care by sacrificing employees for customers. Heaven and hell destination options will be available, along with office interior decorations, wallpaper, employee certificates, backdrops, and awards for those who become martyrs for the customers. Marketing will include billboards, ambient music, and a microsite.
Guest lecture at Singapore Institute of Management - July 2015
Edenspiekermann is an international design agency with offices in Europe, the USA, and Asia. It has over 90 employees from 14 nationalities, including designers, developers, and consultants. The agency creates brand experiences to help customers become followers by understanding what clients and their customers need. It presents some of its case work including designs for Utrecht City Theatre, Keizer Karel Podia, Kröller-Müller Museum, and Robeco.
Porfolio
Mandy Welman is a commercial interior designer who has worked on various commercial projects for 16 years, including casino interiors, corporate headquarters, and other spaces. She enjoys challenging projects that require finding new design solutions, such as healthcare environments that balance materials, clearances, and codes. Welman also likes transforming unused spaces, such as turning a storage area into a meeting space with offices and computer stations through creative use of color and texture. Her goal is to design functional and stylish spaces that embrace occupants through attentiveness to details.
recommendation letter - Enver
Enver Altuntas interned at James Hardie in Amsterdam, where he played a leading role in their social media and online marketing campaign. His supervisor, Julie Lehto, recommends him highly and describes him as strategic, solution-oriented, detail-focused and hard-working with a positive attitude. Enver is intelligent with a mind well-suited for marketing communications.
Service Design Days 2017 - Case study Etsy (Randy Hunt)
The document discusses valuing design at Etsy and how to create understanding of design's contribution in an organization. It describes how Etsy tracked key design metrics from 2005-2017 like user research, brand design, and market research to prove design's impact. It then provides an exercise to help define what design teams do, the value they provide customers, the business, and practitioners, and how to measure or explain design's impact through creating understanding of design's deeper value in an organization.
Gvo2
GVOlabs.com adalah syarikat pengiklanan online yang beribu pejabat di Ottawa, Kanada yang telah beroperasi selama lebih 35 tahun. Ia menawarkan peluang untuk mendaftar sebagai ahli percuma dan mempelajari alat pemasaran digital serta program pemasaran syarikat untuk menjana pendapatan melalui iklan dan bonus. Syarikat ini menggalakkan ahli menjemput kawan untuk mendaftar bagi mendapat manfaat tambahan.
The battle for safety
The document summarizes the inherent security problems with internet use and provides recommendations for basic and additional defenses. It outlines that security problems are increasing as organized criminal gangs target internet users, but with reasonable care most users can avoid serious issues. It recommends minimum defenses like Windows firewall, antivirus software, and regular backups, as well as additional options like strong passwords, intrusion detection, and sandboxing software to improve security while maintaining usability.
The New Era of the Corporate Culture and the Consultancy
The document discusses the importance of corporate culture and the role of consultants in diagnosing and changing culture. It outlines 10 key skills needed for effective consulting: humor, influence, confidence, fearlessness, rapid framing, value generation, intellect, active listening, instantiation, and responsiveness. The document also introduces the Denison model for diagnosing and designing corporate culture to improve profitability through cultural alignment, clear priorities, and concrete steps toward goals.
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This document outlines 5 key shifts medical and cosmetic services businesses need to make to consistently attract new patients on demand and fill their appointment books to 100%. The shifts are: 1) Commit to leadership through integrity, challenging fear of change and taking responsibility. 2) Commit to becoming more visible where prospects search online. 3) Commit to actively engaging prospects through websites that extend consultations. 4) Commit to tracking, measuring and analyzing online activity results. Making these shifts will lead to consistent revenues, complete control over schedules and prices, and achieving income goals through attracting patients on demand.
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- Successful sales requires understanding the customer's perspective and industry, asking the right questions to identify needs, and customizing solutions rather than immediately discussing price or features.
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- To be a trusted advisor, reps need to thoroughly research the customer's business and industry, ask the right questions, and
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2) It proposes a cognitive healthcare concierge that collects patients' health data daily, analyzes the information, provides health recommendations and advice, schedules appointments, refills prescriptions, and more - all through natural interactions like saying "OK Google."
3) The benefits of this cognitive healthcare concierge model include increased patient acquisition and retention, improved care, driving wellness programs, and making the healthcare experience as easy as other consumer-focused companies.
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The healthcare delivery model has changed due to consumer expectations shaped by other industries. Consumers now expect ease of access, personalization, and omni-channel options similar to retail. This has led to the rise of retail healthcare clinics and telehealth. During COVID, telehealth visits increased dramatically as consumers chose the most convenient options. The traditional primary care model was not convenient for consumers and retail healthcare options now provide a more seamless experience for patients from diagnosis to treatment.
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2. Five ways to become better at ideas are: follow Occam's rule of simple; use questions to lead to insights; use observation; gain mastery through discipline; and allow for serendipity.
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EmploymentScape Chief Executive Officer, A. Harrison Barnes believes that communicating our value is something we all must do to get jobs and also to keep our jobs. One of the biggest mistakes people make when interviewing for jobs (or in their current jobs) is failing to communicate their value frequently and in detail. It's extremely important that you communicate with your company and supervisors at all times.
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Did you know that 80% of sales calls go to voicemail?
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For a startup, there is almost nothing more powerful than a great product demonstration.
When done correctly, a demo allows the customer to see and feel how things will be better if they buy (and worse if they don't). And so, good demos don't have to be perfect for the product. They have to be perfect for the audience.
Learn the best practices of the Product Demo: What should you know? How should you prepare? What is the Just Right amount of work for you to do? Also, how to deliver both the best product and the best message to go with it?
As it's easy to mess up a Demo, learn how to do it in an interactive session that moves you fast forward to an outcome.
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This document discusses personal branding and why it is important to develop a strong personal brand. It defines personal branding as "the powerful, clear, positive idea that comes to mind whenever other people think of you" and explains that a personal brand influences how others perceive you and your work. It provides examples of well-known personal brands like Michael Jordan and Oprah Winfrey. It outlines the benefits of developing a personal brand for your business, such as attracting more and better clients, increased earning potential, and consistent business opportunities. The document emphasizes that personal branding takes time, consistency, and authenticity to develop an effective brand.
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- Selling to small/medium businesses is challenging as they are contacted by around 39 sales reps per month and may be confused about who to trust.
- Successful sales requires understanding the customer's perspective and industry, asking the right questions to identify needs, and customizing solutions rather than immediately discussing price or features.
- Many sales organizations and reps contribute to a "perfect storm" by being impatient and pushing products before understanding customer needs.
- To be a trusted advisor, reps need to thoroughly research the customer's business and industry, ask the right questions, and
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The document discusses improving sales by closing the feedback loop with prospects. It recommends establishing core sales competencies and sending surveys to prospects after meaningful interactions to collect feedback on the sales experience. The feedback can then be used to take action by coaching sales reps or adjusting the sales process. Doing this ongoing will help sales reps improve their skills and better meet prospect needs.
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2) It proposes a cognitive healthcare concierge that collects patients' health data daily, analyzes the information, provides health recommendations and advice, schedules appointments, refills prescriptions, and more - all through natural interactions like saying "OK Google."
3) The benefits of this cognitive healthcare concierge model include increased patient acquisition and retention, improved care, driving wellness programs, and making the healthcare experience as easy as other consumer-focused companies.
Retail Healthcare's New Business Model
The healthcare delivery model has changed due to consumer expectations shaped by other industries. Consumers now expect ease of access, personalization, and omni-channel options similar to retail. This has led to the rise of retail healthcare clinics and telehealth. During COVID, telehealth visits increased dramatically as consumers chose the most convenient options. The traditional primary care model was not convenient for consumers and retail healthcare options now provide a more seamless experience for patients from diagnosis to treatment.
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What Healthcare Providers Must Know About Consumerism, Access, & EngagementIBM Global Healthcare Consumerism Leader
The document discusses opportunities to improve the patient experience for accessing healthcare. It notes that patients now expect seamless, on-demand access across any channel based on experiences with other industries. However, most healthcare organizations still focus primarily on phone-based access and measure success based on call metrics rather than the patient perspective. The document advocates designing access with a patient-centered, omni-channel approach to provide a consistent experience across online, mobile, phone and social media channels. This would better meet evolving patient expectations for convenient, on-demand access to information and services.Healthcare consumerism imagine a world
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The document discusses healthcare consumerism and its implementation. It makes the following key points:
1. Consumerism in healthcare affects all stakeholders, including patients, families, physicians, and prospective patients. However, consumerism experiences are generally negative for patients.
2. Simply defining consumerism is not enough - healthcare organizations must champion it, incorporate it into strategies and budgets, and develop executable plans.
3. CMS heavily influences healthcare business strategies and definitions of concepts like patient experience, but its approach is limited and excludes important stakeholders and touchpoints.
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The document discusses improving patient access experiences for healthcare providers. It notes that providers have innovated access by using better phone systems to answer patient calls, which has led to benefits like reducing call volumes by 30% and saving $900,000. Improved scheduling applications helped increase capacity by 15% while reducing cancellations and no-shows by 20% each. The document also discusses factors contributing to poor access, the business challenges it creates, what makes consumers switch providers, and the returns on investment that can come from improving the patient access experience through reducing call volumes, wait times and providing effective alternative access channels.
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Discharge Portal Mockup
Readmission rates remain high and unchanging. Why not rethink the problem. What if readmission rates could decrease by 20-30% by using an interactive discharge portal that allowed the discharged patient to enter data that would be reviewed by their provider.
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Patient expectation gap
The entire rectangle depicts a person’s expectations. The light blue area depicts
experiences hospitals measure. The RED areas depict what hospitals know about
about the expectations. (There are no RED areas.)
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This document outlines the current process for scheduling appointments and lab work at a hospital, which involves patients calling in and providing their information to schedulers multiple times, being placed on hold, and schedulers manually entering the information. It suggests allowing patients to enter their own information and schedule appointments online for a more streamlined experience.
What do 95% of hospitals have in common?
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The document discusses how payers must change their approach to better manage population health and accountable care. Specifically:
- Payers currently only interact regularly with 20% of members through monthly bills, but will need to engage more members to improve outcomes.
- The member experience needs to be omni-channel, interactive, cognitive, and mobile-first to better engage individuals.
- The payer business model will shift from business-to-business to consumer-focused in order to retain and service more individual customers.
- Payers currently do not have the right systems or data to effectively support individual members and need strategies to improve care, wellness, and population health management.
Step Aside HCAHPs: Questions They Forgot to Ask
The document discusses the need for hospitals to look beyond HCAHPS scores when measuring patient experience and satisfaction. It proposes that hospitals should measure their "Total Quality of a Person's Encounter" (TQE), which takes into account a patient's entire experience before, during, and after their hospital visit, including both clinical and non-clinical interactions. The document lists 27 questions hospitals should be able to answer to better understand their TQE, such as what touchpoints have the greatest impact on patient experience, what percentage of patients they retain and receive referrals from, and what patients would change to improve their experience.
What is the Total Quality of a Patient's Encounter
The document discusses the Total Quality of a Patient's Encounter (TQE), which aims to provide a remarkable experience for patients at every step of their healthcare journey, from pre-hospitalization through post-hospitalization. It notes that hospitals often ignore aspects of a patient's experience outside of direct clinical care, such as interactions with staff, amenities, and digital/administrative services, which can impact patient satisfaction and the likelihood they will return or refer others. The graphic shows the many touchpoints before, during, and after hospitalization that contribute to a patient's total experience of quality.
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My virtual Bio
- 1. iam chief imaginist, voice of reason
- 2. when someone says, “I know a guy who can help you,” I am that guy
- 3. a consulting executive... my clients sleep like babies.
- 4. i do many things... disrupt the status quo, innovate experiences, color outside the lines, cause change, & reimagine the possible
- 5. i am your imaginist, your advocate, & your force for change this is not me (i am taller)
- 6. i’ve taken measured risks on 5 continents in more than 20 countries (my clients have over 250 million customers) me on a volcano
- 7. if you have a call center, close it your customer’s phone is a seldom-used app on their smart device (nobody wants to talk to you)
- 8. human design is why your customers are looking for another vendor human design provides an OK experience 5 days a week from 9-5
- 9. human centered design asks what do customers expect human centered design makes your customers the focus of the experience, not the result of the experience
- 10. i teach you how to color outside of the lines coloring is a mind-shift from what ‘can we provide’ to ‘what do they expect’
- 11. Got Customers?
- 12. i did it with large firms... since ‘96 i have done it with my firm some speak out of both sides of their mouth i think out of both sides of my brain