B2B customer experience factors: understanding the relationship with SME customers – interim report

As part of the 2014 programme, our members asked us to extend the research done in 2013 (“Measuring Customer Satisfaction And Understanding Customer Effort In A B2B Context” - Tony Harrington and Andrew Bryan) to incorporate the SME customer sector. This project was set up to explore customer experience factors in the SME segment and to address a number of questions:- What are the most important factors that contribute to the customer experience from both the supplier’s and the SME customer’s perspectives? From the customer’s perspective, what about the relationship with the supplier requires the ‘most’ or ‘least’ effort and what changes do customers suggest? Where a customer has both a personal and a business relationship with the supplier, how does this impact their views? The approach was to develop an online survey for completion by SME customers and their supplier. Initially, seven companies and the Henley SME Forum volunteered to participate in the research. However, it proved to be extremely difficult to go from agreement to be involved to actually getting survey responses and, in the event, the survey achieved the following result:- A good response was achieved from 2 companies with around 40 SME responses for each company. A poor response was achieved from 1 company and from the SME Group so their data is currently of limited value. There were other companies that would still like to participate and there are 3 offers to participate at a later date. Analysis of the responses showed that useful conclusions could be made from the data collected so far but that it would be more valuable if more companies were persuaded to participate in the future. As a result, this report has been prepared as an interim statement of what has been learnt and to provide specific feedback to the participating companies. With member’s permission, further responses will be sought at a later date to refine the learning and provide feedback to more companies. This report presents the results of analysis from the survey on a company-by-company basis. Most of the data is only relevant at company level but consolidated results are shown where possible. The results from the analysis of responses lead to a number of initial conclusions. SME companies look to their suppliers to deliver against their promises in a responsive, consistent and proactive manner. Their priority is to have their problems solved in a timely manner. Relationship factors are more important in the B2B relationships between large companies than for SME’s. The SME customer is much more interested in just having the service performed with a minimum of fuss and doesn’t really want to develop a relationship. Questions about customer effort (or the ease of doing business) are as valuable in the SME segment as in any other in terms of identifying opportunities for improvement. Businesses should consider whether their SME customers might also be a customer in their personal home life. If so, they should be aware that this will have an effect on their satisfaction – and could be either positive or negative

Leveraging National Reports to Transform Ambulatory Care Practice

Multiple national reports identify actionable recommendations to transform education and practice to meet the needs of health care and healthcare delivery beyond the hospital walls. The Josiah Macy Jr. Conference (2016) focused on transforming primary care and changing healthcare culture to support expansion of roles for registered nurses (RNs). Partnerships between academia and clinical practice are critical to expanding learning opportunities beyond traditional acute care settings. Development of primary care expertise in nursing faculty and adjunct faculty, in collaboration with primary care and ambulatory care nursing leaders, is essential. Academic-practice partnerships must advocate for removing regulatory and practice barriers to allow RNs to practice to the full scope of education and training. Recommendations from national reports extend beyond enhanced roles in primary care practice and have global implication

Oxygen Activation by Mononuclear Mn, Co, and Ni Centers in Biology and Synthetic Complexes

The active sites of metalloenzymes that catalyze O2-dependent reactions generally contain iron or copper ions. However, several enzymes are capable of activating O2 at manganese or nickel centers instead, and a handful of dioxygenases exhibit activity when substituted with cobalt. This minireview summarizes the catalytic properties of oxygenases and oxidases with mononuclear Mn, Co, or Ni active sites, including oxalate-degrading oxidases, catechol dioxygenases, and quercetin dioxygenase. In addition, recent developments in the O2 reactivity of synthetic Mn, Co, or Ni complexes are described, with an emphasis on the nature of reactive intermediates featuring superoxo-, peroxo-, or oxo-ligands. Collectively, the biochemical and synthetic studies discussed herein reveal the possibilities and limitations of O2 activation at these three “overlooked” metals

Neuromodulation in neurogenic bladder.

While neuromodulation is a well-established treatment option for patients with non-neurogenic overactive bladder and urinary retention, its applicability to the neurogenic bladder population has only recently been examined more in depth. In this article we will discuss the outcomes, contraindications, and special considerations of sacral and percutaneous tibial nerve stimulation (PTNS) in patients with neurogenic lower urinary tract dysfunction

Turning Point Scotland's Housing First Project Evaluation: Final Report

GIS maps are one kind of complex display in which people search for targets. Recent studies have shown that the choice of colour-scales when displaying these maps has important implications for people's strategies in searching these displays (Donnelly, Cave, Welland & Menneer, 2006). The current study follows up on this research. Observers searched for multiple targets in each display. Two targets were red and two were blue, and targets were not very salient. Observers searched until all targets were found. This often took several seconds and many fixations. The order in hich observers found targets suggested that they were more reliant on search for particular colours under some color-scales than under others. What will be presented here is a number of oculomotor measures used to explore how search was guided in the displays: the degree to which fixations clustered around targets, the image characteristics of regions of the display that were fixated, and goodness of fit to fixation distributions of Itti & Koch saliency maps, where the features used to compute saliency were varied. The goal was to see which measures would best pick up on differences in what guided search through complex display

On the Assessment of Stability and Patterning of Speech Movements

Speech requires the control of complex movements of orofacial structures to produce dynamic variations in the vocal tract transfer function. The nature of the underlying motor control processes has traditionally been investigated by employing measures of articulatory movements, including movement amplitude, velocity, and duration, at selected points in time. An alternative approach, first used in the study of limb motion, is to examine the entire movement trajectory over time. A new approach to speech movement trajectory analysis was introduced in earlier work from this laboratory. In this method, trajectories from multiple movement sequences are time- and amplitude-normalized, and the STI (spatiotemporal index) is computed to capture the degree of convergence of a set of trajectories onto a single, underlying movement template. This research note describes the rationale for this analysis and provides a detailed description of the signal processing involved. Alternative interpolation procedures for time-normalization of kinematic data are also considered