Perspectives: Customer Experience

Find, Buy, Service, Help: The four-word code with which traditional retail can take on the Flipkarts and Amazons

At the customer-journey mapping workshop at the Star FLOW marketing festival, I posed the question, “How can retail be structured better?” The discussion yielded …
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Drivers of Change in Physiotherapy

Physiotherapy needs to build a customer connect for all this to happen in India. It also needs to get out of the perception of low value that exists here.
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Using Health Data : Help Me Help Myself

Patients don’t follow doctor instructions or take their medicines on time because lifestyle change is tough. How can patients be guided, educated and engaged?
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Creating the Ayurvedic Medi Spa Experience

Interaction, Consultation, Treatment and Customer Experience. Designing the customer experience aspects of an Ayurvedic MediSpa.
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Are we listening to Digital Consumers?

610 million residents of BRIC countries use the Internet regularly. That number will jump to 1.2 billion by 2015. How can brands change perspective from “consumer care” to empowering consumers?
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Health on Her Fingertips Part II

Mobile phones could serve as a simple, cost effective empowerment tool. The need for universal, transparent health information accessible on phone.
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Branded Sports Injury and Physiotherapy Clinics - India

There is a need to increase value perception of physiotherapy in both doctors and patients. A large opportunity exists in creating branded Physiotherapy and Sports Injury clinics in India.
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Health on Her Fingertips

A simple application that makes health information universally accessible on the mobile phone could go a long way in solving many of our information related needs around healthcare.
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Lump the questions!

When someone is unwell. They want to be heard and their questions answered. And Yes they want to recover quickly. How can we improve this experience?
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Are we that bad? And ruminations on an Indian model of health

What can be done to provide healthcare access to all Indians? There are many views on the kind of model to adopt. Here is a quick note on some of the other well known healthcare systems.
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Emotions Drive Value Perceptions

In healthcare just as in hospitality business service drives customer perception. As service is prone to be non standard and variable, any slip up perceived or genuine is viewed by the customer with trepidation. More so in healthcare where the customer perceives his/ her well-being at risk. Emotions run high not just of the patients but attendants as well and you can easily have a surfeit of dissatisfied customers.
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Hospital Branding

What makes a great healthcare brand? What is the best way for a hospital to communicate?
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