Coming Up on talk to deBBie

Yesterday, I had the privilege of speaking with the Chief Medical Director and Chief of Surgery Akinoso Olujimi Coker at Lagoon Hospitals and learnt from him challenges they've had with managing patient experience/customer service and what they have done/are doing to improve.
Guess what? You get to hear it too! Medical Director Lagoon Hospitals Ikoyi Tagbo Azubike will be #talkingtodeBBie!

Have any good, bad or ugly hospital experiences you want to share or questions? You can share your comments here or visit https://talktodebbie.blogspot.com

Tag a hospital to spread the word and don't miss this Saturday's talk on NTA.

YouTube channel coming soon.

#cxrevolutionNG #talktodeBBie #customerexperience

Comments

Auto Dealership Customer Acquisition Drivers

Knowing your customer acquisition drivers (why they chose you and not your competition) gives you strategic insight when designing and deploying marketing communication content and what you see in the image are researched customer acquisition drivers for a the Auto Dealership industry in Nigeria by Neetch Company . Customer acquisition drivers impact customer retention because after conversion, if the experience your customers have post buying, using or sharing your product or service does not align with the expectations leading to conversion (reasons for choosing you), it is highly likely that your customers will churn. Your customer churning negatively influences your brand integrity and for an auto dealership trust me, don't underestimate the power of word of mouth (WOM) as a channel of product/service awareness! This and a whole lot more I will be sharing with the entire team at one of Nigeria's leading Auto Dealerships tomorrow. Ready for it! hashtag # training hasht...

Stanbic IBTC Improves Banking Experience #NoMoreDepositSlips!

It is always super cool to see businesses/organizations proactively improve their customers' experience and in this case, Stanbic IBTC changes the game for the banking industry in Nigeria! About 2 weeks ago, I got a pop up message saying; " Avoid filling deposit forms, just walk straight to the teller and speak your transactions. Call 01-4222222 for more " Out of curiosity, I went to a branch of the bank and requested for a deposit slip. The security officer in the banking hall asked if I needed to make a cash transfer and on confirmation, I was told that the bank no longer requires deposit slips and I could simply speak with a teller and they will handle my transaction. At this point, I knew I had to explain my objective and requested to see the branch/operations manager. I gave him my business card, explained what I do and why I needed to try out both services to ascertain the impact on my experience as a customer and he had to dig in to get me a deposit slip so I...

Patient Experience at Eko Hospital

The experience a customer/patient has at a hospital is hinged on the quality of not just the specialist health care service he or she receives but also on the quality of his or her service experience. In the experience shared below from a customer/patient at Eko Hospital, what was negatively impacted was the quality of his/her service experience and I will break this down in more detail as well as share what Eko and other hospitals in Nigeria can do to make sure they manage their patients' experience properly in line with their wait time to see a consultant. STORY SHARED "...I have been looking for an opportunity to vent about my last experience at Eko Hospital, Ikeja. I woke up one morning to meet an early appointment, got their before 8am but left at about 12.30pm without seeing the Consultant. What a waste of time. I wonder how many patients have lost their lives out of this level of carelessness on their part. I rate them 0/5" My Perspective. In reviewing ...

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