How to minimise stress on staff and patients through open communication in the waiting area?

Breaking down the clinic experience reveals the complexity of backstage processes that may falter and lead to longer wait times. An interesting statistic states that nearly 40% of patients admit to being frustrated with their doctor before their...

"360° View of the Customer" is great, now what about The Customer's View of You?

Originally posted on the Qnomy blog here

Ever since CRM systems took center stage in service providing organisations, the notion of obtaining a "360 degree customer view" became a key part of business strategy, as the concept is thought of as...

Is the way you collect and share feedback as effective as it could be?

There’s no doubt that customer feedback is an important part of better understanding your customers, and ultimately, optimising your customer journeys, sales and service overall.

Service Design: What are the 5 Principles of Service Design

Service Design is the activity of planning and implementing change to improve a service’s quality to meet the needs of the users of that service. It is a holistic, customer-centric approach using design principles, tools, processes and an...

What is queue management?

Waiting in a queue is part of everyday life whether it be at a grocery store, a government office filling out applications or paperwork, a healthcare facility or a bank or even to register for a university course. It is estimated that the average...

Why is Business Process Management important for service-based organisations?

A business process is a collection of linked tasks or set of activities that, once completed, will accomplish an organisational goal. Business processes are the blueprints that are followed to achieve all kinds of business tasks and goals, and...