The Single Most Powerful Word in the World
If you’re thinking it’s “free” or “new,” that may have once been true in the world of marketing. But what I’m talking about is much bigger.
Customer Service
You Are What You Charge For
Earlier this year, I had the chance to visit a refractive surgeon with a remarkable reputation for price integrity. No discounts. Ever. For anyone. Including… Read More »You Are What You Charge For
Why Souvenir Shops Work
Learn how memorabilia can have a lasting impact on your patients and simultaneously improve their overall experience.
Engaging ALL the Senses
While sight is regarded as the most precious of our senses, don’t ignore the opportunity to engage your patients with others that generally get less attention in the medical environment.
Shadow Inflation and Automation
Here are two economic realities that get in the way of excellence in customer service (and patient experience).
The Customer Comes Second
There’s a better strategy for success. And it starts with your team. Many of us in business have been taught to believe statements such as… Read More »The Customer Comes Second
3 Lessons on Customer Service From LEGO (Yes, LEGO Like the Toys)
Check out this real-life story from LEGO’s customer service department that teaches us to respond in a manner that speaks to the heart of the customer, as well as the heart of the problem.
PX Talk: Insights From the Guru of Customer Service
I was able to do a one-on-one sit down with my favorite expert on customer service, John DiJulius. His career and client list is legendary and now includes the Charlotte Police Department!
We touched on some key issues facing medical practices in how we treat patients.
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