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.
PX Movement
The Art of Hospitality
Hospitality has a lot of great teachings that doctors can use in their medical practice to enhance the patient experience.
Time Well Saved vs. Time Well Spent
Time is the new money. And consumers (AKA patients) are willing to use their money saved on goods and services on experiences.
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.
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.
How Doctors Can Get More Value for Their Services
Check out this PX Talk with Joe Bartel as he explains to us how doctors can get more value for their services!
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.
What’s REALLY Holding Patients Back From Elective Procedures?
Doctors and their practices have been conditioned to think that cost is the biggest barrier to patients moving forward with elective procedures. Dig a bit deeper and you find that affordability – not price itself – has a huge impact on patient decision making. According to a recent study, the unmet demand for payment plans has created an opportunity for vision, cosmetic and dental practices to expand demand for services by 50%.
3 Ways to Improve the Emotional Connection With Your Patients
In this week’s blog post, I focus on CONNECTION – one of the four attributes that patients really want to see in their doctor.