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… Read More »NGPX 2022: My Experience Speaking at the Conference
Price can be a touchy subject. “Why is it so expensive?” is a question many medical practices hear from their patients.
Here’s how a recent hotel stay inspired 10 ways to improve the patient experience in your 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
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… Read More »Choreography in the Medical Practice
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
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
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
Time is money. When you value your patients’ time as much as their money, you significantly improve their 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
