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
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 is all part of what makes a great patient experience. Can AI help coach doctors in communicating?
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
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
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 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 is that you are making it seem like there was a problem before. “My pleasure” is a much better phrase to use.