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
The problem is that you are making it seem like there was a problem before. “My pleasure” is a much better phrase to use.
Tesla can teach us a few lessons on how to rethink success when it comes to running a business (AKA a medical practice).
Your customer satisfaction score isn’t that relevant. Your WTR (willingness to recommend) is. The answer to this question is vital.
Technology is evolving every day. Here’s how we can use it to enhance the patient experience in medical practices.
Hospitality has a lot of great teachings that doctors can use in their medical practice to enhance the patient experience.
Pretty much every doctor I meet (especially those that are business owners) wrestles with figuring out how they will differentiate their services sufficiently in the… Read More »Customization: The Antidote to Commoditization
Experiences have value. You spend time on experiences. That’s worth a lot more than you might think for your medical practice.
Time is the new money. And consumers (AKA patients) are willing to use their money saved on goods and services on experiences.
All too often, we see the performance of good employees suffer as their morale and motivation gets dragged down by others. If left unaddressed, these negative influencers can kill a practice culture. The high performing employees leave for better opportunities, while the remaining employees figure out that if bad behavior is tolerated, then why try harder?