Choreography in the 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
PX Movement
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
Starbucks Latte Prices Vary Significantly Around the World
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
The Value of Time
Time is money. When you value your patients’ time as much as their money, you significantly improve their experience.
Gus’ Passing: A Lesson in Customer 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
“Baseball … is boring.”
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 With “No Problem”
The problem is that you are making it seem like there was a problem before. “My pleasure” is a much better phrase to use.
Plastic Surgery Pricing: The $200,000 Facelift
Pricing in plastic surgery has to premium in order to signal a premium experience. Lowering fees does not lead to an increase in demand.