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 Service
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.
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.
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
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