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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Where Leaders Discover Best Practices
Because Patient Experience Matters.
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For Those Who Care
Everything You Need to Know.
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It’s Not Just The Right Thing to Do…
It is also good business.
4 Patient Experience Touchpoints: Doing the Right Thing
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 […]
Become Best in Class in Patient Experience: Service Lessons from Iceland
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 […]
4 Smart Strategies That Deliver Stronger Patient Experience
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 […]
Turning the Battleship and Building a Better Healthcare Experience
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 […]
Recent Podcasts
- The Psychology of Waiting vs. Patient Experience Enemy Number One December 18, 2012
- Coach Lou Holtz, the Importance of a Timely Note, and Patient Satisfaction January 8, 2013
- Patient Experience Success Story: “Before It Was Cool” September 16, 2012
- Leadership: The Multi-Faceted Challenges and Rewards of Patient Experience May 11, 2012
- Hospital or Hotel? How Amenities Influence Facility Selection and Patient Satisfaction September 12, 2012
- Patient Loyalty: Why People Buy Emotions, Not Things January 19, 2018
- 4 Patient Experience Touchpoints: Doing the Right Thing December 6, 2017
- Become Best in Class in Patient Experience: Service Lessons from Iceland November 13, 2017
- 4 Smart Strategies That Deliver Stronger Patient Experience October 27, 2017
- Turning the Battleship and Building a Better Healthcare Experience October 10, 2017
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