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 […]
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 […]
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 […]
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 […]
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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- Barbara Hales, M.D.: An additional demand on ER time also stems from ph...
- Atiqur Rahman: Thank's,Stewart for this wonderful article,i enjo...
- Kellee Everts: Great article! I've always coached and cautioned ...
- Bruce Allen: Your analogy, with the doctor as the pilot and the...
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