TMI-Talk | Reading room | TMI - Experts in Customer Experience
Good things come to those who wait

Good things come to those who wait

A piece of research came out earlier this year focussing on the growing impatience of the British consumer. Apparently we ‘snap’ if we need to wait more than 24 minutes...

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Doctors May Soon Be Paid For Not Making You Wait

Doctors May Soon Be Paid For Not Making You Wait

An interesting piece from Forbes talking about how medical care is moving towards health outcomes and doctor pay being tied to patient satisfaction metrics. 

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Why hospitals must surpass patient expectations

Why hospitals must surpass patient expectations

Great to see more evidence of the link between patient experience and staff engagement in healthcare – this piece by Gallup Business Journal nicely supports what we have been...

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The Whole Foods Way of Engaging Staff

The Whole Foods Way of Engaging Staff

Executive Sleepovers..... Having 1:1s in your jim-jams! Hmmm.....  Whole Foods Market chief executive and founder John Mackey believes that escaping the constraints of the office and spending time with colleagues in...

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Being an effective leader - The Problem with Being Too Nice

Being an effective leader - The Problem with Being Too Nice

We like this piece on leadership on the Harvard Business Review blog. "There’s a world of difference between being an effective leader with high expectations and dealing with problem...

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Are you an “uber-good” customer?

Are you an “uber-good” customer?

News this week came that Uber – the company disrupting the urban taxi world – is facing a ban in Seoul, South Korea. And I think that...

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Helping people make behaviour change

Helping people make behaviour change

"We need to collect better data to be certain about diagnoses and improve monitoring, however a better diagnoses also enables us to use clinical kindness" - Confessions from a clinician, ...

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84% of Leaders Rank Patient Experience as a Top Priority

84% of Leaders Rank Patient Experience as a Top Priority

This piece has some great reminders on how to deliver a great patient experience with some interesting thoughts on technology as an enabler.

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Brands are failing to provide adequate customer service through digital channels.

Research by Accenture shows that brands are failing to provide adequate customer service through digital channels. Read the full piece here via marketingweek.  "When it comes to attracting new customers...

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10 Things Extraordinary Bosses Give Employees

10 Things Extraordinary Bosses Give Employees

This is a great piece from Inc. on what makes an extraordinary boss and a good reminder of the importance of giving employees autonomy and independence, meaningful objectives and...

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