patient loyalty emotions

Patient Loyalty: Why People Buy Emotions, Not Things

By on January 19, 2018 in Culture, Doctor Interactions, Patient-Centered Care

The secret ingredient in sales—the one thing that every successful leader knows—is to discover the emotional touch point that motivates the prospective buyer. Fundamentally, the individual doesn’t want to buy a car simply to have a car. They will buy a fancy car to boost their self-esteem. Or they will buy a fast, sporty car […]

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patient experience touchpoints

4 Patient Experience Touchpoints: Doing the Right Thing

By on December 6, 2017 in Doctors, Hospitals, Patient-Centered Care

Healthcare has become a fiercely competitive business endeavor. And experienced providers and hospital executives know that finding, attracting and retaining new patients is a challenging process. The best practices (or getting it right) includes many touchpoint steps in this sales and service stream. A touchpoint is any contact spot between a patient (buyer) and a […]

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Become Best in Class in Patient Experience: Service Lessons from Iceland

By on November 13, 2017 in Hospitals, Leadership, Patient-Centered Care

Reykjavík, Iceland, is an unlikely place to discover best-in-class patient experience lessons. But the main airport has already established itself as a premier customer service facility. We’ll spotlight their success story shortly—along with a page or two you can use from their playbook. Stick with me on this, but first, here’s a bit of the […]

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patient satisfaction

4 Smart Strategies That Deliver Stronger Patient Experience

By on October 27, 2017 in Doctor Interactions, Patient-Centered Care, Staff Interactions

In any given week I lose track of the number of service feedback requests that come to me. There are many different forms and formats…but it’s troubling that the nation’s health care delivery enterprise seems less consumer-focused than most everyone. You might want to pass this article around to everyone in the office. These are […]

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turn the big patient satisfaction ship

Turning the Battleship and Building a Better Healthcare Experience

By on October 10, 2017 in Culture, Patient-Centered Care

I don’t know how much time or distance is needed for a battleship to turn around. We’re talking about one of those really big navy ships or even a 1,000-foot, 250,000 metric ton cargo vessel. What everyone knows is that a “really big boat” doesn’t turn or stop or do anything quickly. The concept of […]

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