The Process of Reinvention in Medical Practices
If The Greatest Show On Earth Can Do It, So Can Your Practice I enjoy a comeback story and often find myself rooting for the… Read More »The Process of Reinvention in Medical Practices
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Atomic Habits & Your Medical Practice
What Makes You Tick? Using a “Nuclear” Framework For Improvement Do you ever wonder why when it comes to making changes in our lives we… Read More »Atomic Habits & Your Medical Practice
Wi-Fi is Like Water in Medical Practices
While on a recent visit to the doctor, I was surprised to learn that they didn’t offer Wi-Fi for patients while they wait to be… Read More »Wi-Fi is Like Water in Medical Practices
Compassion from a Chatbot?
Compassion is all part of what makes a great patient experience. Can AI help coach doctors in communicating?
The Service Recovery Paradox Put to the Ultimate Test
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
One Problem Medical Practices Don’t Have to Worry About
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
Starbucks Latte Prices Vary Significantly Around the World
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
Gus’ Passing: A Lesson in Customer 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
“Baseball … is boring.”
Baseball doesn’t have to be boring. Here’s how the Savannah Bananas are taking over social media with a fun customer experience twist.
The Problem With “No Problem”
The problem is that you are making it seem like there was a problem before. “My pleasure” is a much better phrase to use.