Compassion from a Chatbot?
Compassion is all part of what makes a great patient experience. Can AI help coach doctors in communicating?
Customer Service
Hello! The Phone Is Not Dead
Amidst all the trends in medical practices to create efficiency, the telephone seems like the easiest target. Starting with phone trees asking us to “press 1… Read More »Hello! The Phone Is Not Dead
The Service Recovery Paradox Put to the Ultimate Test
Now that we are just past the airline debacle that Southwest delivered for Christmas, some are wondering if the airline – my favorite – will… Read More »The Service Recovery Paradox Put to the Ultimate Test
Why Your Practice Needs Patient Reviews
Reviews Are The Norm I find it amazing how reviews have become a norm in our consumer lives. Remember how we used to lean on… Read More »Why Your Practice Needs Patient Reviews
Gus’ Passing: A Lesson in Customer Experience
Understanding the difference between customer service and customer experience can make allthe difference in how you approach your patients. Three aspects that help turn ordinaryservice… Read More »Gus’ Passing: A Lesson in Customer Experience
“Baseball … is boring.”
Baseball doesn’t have to be boring. Here’s how the Savannah Bananas are taking over social media with a fun customer experience twist.
The Problem With “No Problem”
The problem is that you are making it seem like there was a problem before. “My pleasure” is a much better phrase to use.
Customer Satisfaction: The One & Only Thing That Matters
Your customer satisfaction score isn’t that relevant. Your WTR (willingness to recommend) is. The answer to this question is vital.
Paying for Experiences
Today, people want to spend their money on experiences. Here’s how that can help your medical practice reach success.
The Odd Relationship Between Inflation and Experiences
With the rise of inflation also comes the rise of demand for consumer experiences. Here’s how your medical practice can take advantage.
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