Much of my time and energy is spent helping doctors and their teams improve customer service within their practice. The goal is to embrace a philosophy that states, “Our patients have needs beyond clinical care and want to be well-treated in addition to being treated well.” The result is that

I take my coffee black—no milk, no sugar. But to see the line at a typical Starbucks makes it clear I’m in the minority. Starbucks is a prime example of the Experience Economy in action, where greater value has been achieved as our economy has evolved. The company pioneered the

Exciting news! We’re officially launching PX Ninety, a transformative 90-day program designed to improve patient experience, team unity, and practice performance. This is your chance to be among the first to experience PX Ninety and see how it can elevate your practice. PX Ninety Kickoff Webinar:🗓 Date: October 10, 2024

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 context of a medical practice, that customer is the patient. In​​ writing Beyond Bedside Manner was to help doctors recognize that their patient is also their customer. Both things are

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 Falcons, where our son played through high school.  Despite the violent nature of hitting and tackling, there’s a special bond formed by players and coaches

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 station.  CX evangelist Dan Gingess gave examples of how well-known chains including Wawa (Northeast US), Buc-ee’s (Texas) and even the dominant 7-Eleven have invested heavily in making

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 tourist destination that offers a wide spectrum of ways to spend time and money. As Experience Economy authors Pine and Gilmore state, “Time is the currency

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, she noticed how empty it felt, with kiosks replacing people to take orders and handle payment. Nobody greeted or thanked her when she picked up her