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
Doctors
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
Why Business Cards Are Still Important in a Medical Practice
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
Why Your Practice Needs Patient Reviews
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
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 May Not Be Charging Enough
That sweet spot for the pricing of your services may be higher than you think. Is Starbucks charging too much? One market-researcher-turned-neuroscientist says the opposite… Read More »Starbucks May Not Be Charging Enough
The Value of Time
Time is money. When you value your patients’ time as much as their money, you significantly improve their experience.
Customer Satisfaction: The One & Only Thing That Matters
Your customer satisfaction score isn’t that relevant. Your WTR (willingness to recommend) is. The answer to this question is vital.
Customization: The Antidote to Commoditization
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