Many companies have designed their customer service process really tight and neat in order to have as little effort, contact and worry as possible about their customers. These processes are designed for efficiency for the company and to avoid personal contact(read cost reduction) and leave the customer in a labyrinth of passwords, links etc.Let’s collect the worst practices and nail them!

Gerd’s new presentation at Canvas London is available on Media Futurist

As you will well know almost every hospital has designed it’s primary process around the efficiëncy of the primary medical process. Safety, quality, and speed in the interest of the patient and the hospital are the main drivers in the process. All these processes are under a disciplined protocol. The awareness and the empirical proof is growing that the psychological well being of the patient might be as important as his physical state. The real challenge for healthcare is to discover the contact moments of value(touchpoints) for the guest/ patient and his family. We are engaged in developing the patient experience chain in several practical environments(read The Experience Economy A new perspective). Recently Fred Lee(If disney ran your hospital) has done a tour in the the Netherlands  and received a warm welcome for his ideas. The real challenge for hospitals and healthcare in general now is to rethink, and redesign this processes from the patients point of view. Define the strategic gaps between  the patient experiences and the primary process. and to make it more complex there are several segments of patients). The second step will be to create idea’s and concepts how to meet the patients needs and desires for interaction, contact and dialogue at the right timing and with a quality of authenticity.This will be the real challenge to put the money and resources in the reverse process. We have developed a qualitative metric to measure the patient experience(XRP®) and we are looking for hospitals that want to make the turn or have made the turn to compare these findings in orde to built a database and benchmark for healthcare environments
If you know best practice business cases of these hospitals. Please inform us .

To create a sustainable future, the marketplace will need to become more transparent. The true impact of what we buy will become readily available to all in a simple and accessible way.  Structures will be in place that guide consumers and engage businesses with sustainable purchases and practices. NGO’s will work more closely together and share information. Governments will develop effective regulations geared toward long-term sustainability solutions of our societies and well-being of our peoples.We come together as one and work collaboratively on a global scale.People 4 Earth - moving to a better world. To create a sustainable future, the marketplace will need to become more transparent. The true impact of what we buy will become readily available to all in a simple and accessible way.  Structures will be in place that guide consumers and engage businesses with sustainable purchases and practices.  NGO’s will work more closely together and share information.  Governments will develop effective regulations geared toward long-term sustainability solutions of our societies and well-being of our peoples.  We come together as one and work collaboratively on a global scale.

To create a sustainable future, the marketplace will need to become more transparent. The true impact of what we buy will become readily available to all in a simple and accessible way.  Structures will be in place that guide consumers and engage businesses with sustainable purchases and practices.  NGO’s will work more closely together and share information.  Governments will develop effective regulations geared toward long-term sustainability solutions of our societies and well-being of our peoples.  We come together as one and work collaboratively on a global scale.Nico Broersen is founder of the people4 earth initiative. Read article in FD p4e artikel 070909.pdf and People 4 Earth - Introduction Sep 09.ppt

What is the reality behind so called best practice co creation concepts? Are these lipservice to co-creative approaches.  Are you really in the drivers seat or are just being made to believe that you have influence on the outcome. What are the building blocks of co-creation? Which conditions are required. Are organisations really prepared to allow influence and control of customers in their organisation and therefore become a co creative organisation? We will illustrate these with some very interesting businesscases
Also we will work collaboratively on a business case and explore ways where this organisation could allow customer self direction. Thursday morning 24th of Sept 09.00-10.30 at the Westerunion. Workshop in cooperation with Favela Fabric. For more information contact us or  PicNic