What Is Luxury Anyway?
Shareef Mahdavi
March 21, 2023
Luxury in the modern medical practice can be those seemingly little things. And when fees increase, so does demand.
PX Movement Inspiration
The Service Recovery Paradox Put to the Ultimate Test
Shareef Mahdavi
January 10, 2023
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
NGPX 2022: My Experience Speaking at the Conference
Shareef Mahdavi
December 21, 2022
Earlier this month I achieved a new “first” and spoke at a conference dedicated to patient experience. Called NGPX (Next Generation), the 300 attendees represented leaders from many of our country’s largest hospitals and health systems. This is “big water” in size and scope compared to medical practices and regional groups that
Price in the Medical Practice
Shareef Mahdavi
December 7, 2022
Price can be a touchy subject. “Why is it so expensive?” is a question many medical practices hear from their patients.
Why Business Cards Are Still Important in a Medical Practice
Shareef Mahdavi
August 30, 2022
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 to carry business cards when you can share contact information wirelessly between devices? The trend towards going paperless with this traditional business interaction seemed to
Choreography in the Medical Practice
Shareef Mahdavi
August 26, 2022
I had the privilege of leading a workshop this past week with a great medical practice’s team that included everyone who interacts with patients. What we worked on could be boiled down to a single word: choreography. When we hear that word, we often think of a ballet or
Why Your Practice Needs Patient Reviews
Shareef Mahdavi
August 12, 2022
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 Siskel & Ebert for movie reviews? Or how we would read the restaurant critic’s opinion of a new eating venue in the local paper? That
One Problem Medical Practices Don’t Have to Worry About
Shareef Mahdavi
August 1, 2022
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
Starbucks Latte Prices Vary Significantly Around the World
Shareef Mahdavi
July 19, 2022
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
Gus’ Passing: A Lesson in Customer Experience
Shareef Mahdavi
June 28, 2022
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