Introduction: My Personal Transformation Thirty years ago, I made a life-changing decision—to undergo laser vision correction in Vancouver, British Columbia. The treatment itself lasted just 22 seconds, but the impact has lasted a lifetime. I went from wearing glasses every day to seeing clearly without them. That single experience didn’t
Bring Team Training to Life by Making Patient Experience a Team Sport When it comes to running a successful medical or dental practice, the patient experience is everything. It’s what keeps people coming back, inspires referrals, and sets your practice apart from the competition. Yet far too often, improving patient
Have you ever had an experience where you thought, “This can’t get any better,” and then it did? That’s exactly what happened to my wife and me recently as we celebrated our wedding anniversary. We had made a reservation at Sabio, one of the nicest restaurants in our city of
Findings from a recent AMA survey of doctors revealed a headline worth noting: “Physician burnout rate drops below 50% for the first time in 4 years.” This was celebrated as progress, particularly after the record-high burnout rates reported during the pandemic. However, when nearly half of physicians still report experiencing fatigue,
Much of my time and energy is spent helping doctors and their teams improve customer service within their practice. The goal is to embrace a philosophy that states, “Our patients have needs beyond clinical care and want to be well-treated in addition to being treated well.” The result is that
I take my coffee black—no milk, no sugar. But to see the line at a typical Starbucks makes it clear I’m in the minority. Starbucks is a prime example of the Experience Economy in action, where greater value has been achieved as our economy has evolved. The company pioneered the
Exciting news! We’re officially launching PX Ninety, a transformative 90-day program designed to improve patient experience, team unity, and practice performance. This is your chance to be among the first to experience PX Ninety and see how it can elevate your practice. PX Ninety Kickoff Webinar:🗓 Date: October 10, 2024
Whenever this question comes up, I recognize that healthcare has had a long history of surviving without paying much attention to the customer. In the context of a medical practice, that customer is the patient. In writing Beyond Bedside Manner was to help doctors recognize that their patient is also their customer. Both things are
It’s early fall and football is back! I’m passionate about this sport at all levels, rooting for the Michigan Wolverines, San Francisco 49ers, and Foothill Falcons, where our son played through high school. Despite the violent nature of hitting and tackling, there’s a special bond formed by players and coaches
A few months back, I came across an article on how the customer experience is being elevated in, of all places, the convenience store gas station. CX evangelist Dan Gingess gave examples of how well-known chains including Wawa (Northeast US), Buc-ee’s (Texas) and even the dominant 7-Eleven have invested heavily in making
