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… Read More »Is Investing in Patient Experience Worth It?
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… Read More »“Experience” Wins Over Money – Why Two Athletes Chose To Stay Put
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… Read More »BBQ, Art Galleries and Espresso
Some people love going to Las Vegas, while others loathe the place. Without question, it has evolved over recent decades from a gambling haven to a… Read More »Viva Las Vegas
A dear friend recently lamented about a recent visit to McDonald’s. She stopped in to order and pick up a meal for her parents. Once inside,… Read More »Automation Comes at a Cost
I’ve heard many practices lament that they’re not attracting as many new patients for their services as they used to. “Demand is down” along with… Read More »The Long-Term Trend in Retail and Why You Should Pay Attention
Having just finished a breakfast meeting at the Langham Hotel in Boston, I stopped by the front desk and couldn’t help but notice the pen… Read More »When a Pen Is More Than a Pen
“You can’t model consumer behavior” was a bit of wisdom shared with me by a plastic surgeon many years ago. He was referring to the unpredictable… Read More »Consumer Behavior: You Can’t Model It
It’s tax season. Yay! But there’s a tax most practices pay that’s hidden because we don’t call it a tax. I’m referring to the cost of marketing… Read More »Taxes: The Hidden Fees You Pay
With all the automation taking place in our world, it’s become all too easy to be void of human interaction. Many tasks that used to require… Read More »Automation: Overcoming the Gap With Emotion
