I had the privilege of leading a workshop this past week with a great medical practice’s team that included everyone who interacts with patients. What we worked on could be boiled down to a single word: choreography. When we hear that word, we often think of a ballet or
Do you know patients’ top complaint about medical visits? It has nothing to do with the clinical aspect and everything to do with how patients rate their experience. It’s waiting which, in many practices, is excessive. It takes two forms: waiting to be seen and overall time to complete the appointment.
Reviews Are The Norm I find it amazing how reviews have become a norm in our consumer lives. Remember how we used to lean on Siskel & Ebert for movie reviews? Or how we would read the restaurant critic’s opinion of a new eating venue in the local paper? That
Is Remote Work Good or Bad for Society? As a consultant and public speaker, most of my professional career has been spent working remotely. As the pandemic took hold and office buildings were deserted, corporate employees discovered that working from home can be far more efficient and less stressful. Having long
That sweet spot for the pricing of your services may be higher than you think. Is Starbucks charging too much? One market-researcher-turned-neuroscientist says the opposite is true. His studies – which measured EEG brainwave response to different pricing scenarios for a cup of coffee – showed that people were willing
From Switzerland to Turkey and Across the US In describing how the Experience Economy works, coffee is an easy way to show how the value of a cup of coffee increases when you move from agriculture to manufacturing to service and to the ubiquitous “coffee drinking experience” that now commands
Time is money. When you value your patients’ time as much as their money, you significantly improve their experience.
Understanding the difference between customer service and customer experience can make allthe difference in how you approach your patients. Three aspects that help turn ordinaryservice into extraordinary service: making it personal, relevant and meaningful for thecustomer. A recent Twitter post about a dog named Gus illustrates this difference. Away on
E-40 gives us a bit of wisdom at a moment that you’d least expect. In 27 seconds, he managed to deliver a powerful message.
Baseball doesn’t have to be boring. Here’s how the Savannah Bananas are taking over social media with a fun customer experience twist.
