Now that we are just past the airline debacle that Southwest delivered for Christmas, some are wondering if the airline – my favorite – will survive. The disruption at the “most wonderful time of the year” affected millions of people, from employees to travelers and their families they could not spend
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
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
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
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.
Pricing in plastic surgery has to premium in order to signal a premium experience. Lowering fees does not lead to an increase in demand.
Tesla can teach us a few lessons on how to rethink success when it comes to running a business (AKA a medical practice).
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.
