Luxury in the modern medical practice can be those seemingly little things. And when fees increase, so does demand.
Now that we are just past the airline debacle that Southwest delivered for Christmas, some are wondering if the airline – my favorite – will… Read More »The Service Recovery Paradox Put to the Ultimate Test
The business card is dead. Long live the business card! Much has been written about the decline and obsolescence of the traditional business card. Who needs… Read More »Why Business Cards Are Still Important in a Medical Practice
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… Read More »Why Your Practice Needs Patient Reviews
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… Read More »One Problem Medical Practices Don’t Have to Worry About
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… Read More »Starbucks Latte Prices Vary Significantly Around the World
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… Read More »Gus’ Passing: A Lesson in Customer Experience