The EHR Jungle: Survival of the Fittest

Posted by on Nov 9, 2013 in Article, Published Works

The EHR Jungle: Survival of the Fittest

In all my years working with technologies to help ophthalmologists enhance their practice of medicine, I have never seen anything quite like the process of transitioning from paper to digital medical records. In my consulting practice, I have worked with several electronic health record (EHR) companies, most recently Medflow… Tags: customer, Customer Satisfaction, EHR, Medflow, medical, Ophthalmology, Vision, Ophthalmology     Download the full article   ...

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When Mayday Becomes Payday

Posted by on Sep 26, 2013 in Blog

One of the trickiest issues with technology is how to effectively support customers.    This can be as simple as helping customers recover their login to a password protected website or as complicated as setting up a new home entertainment system.   Today,  Amazon chief Jeff Bezos unveiled Mayday, a really cool approach to tackling this issue.  When you press a special “Mayday” button on their Kindle tablet, a live person appears in a video screen to help.  Within 15 seconds.  And they can takeover your screen and help you through whatever is frustrating you.     This is a...

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Five Technologies Coming Your Way

Posted by on Jul 23, 2013 in Blog

Last month I attended The New York Times Global Forum hosted by columnist Thomas Friedman (author of The World is Flat).    This was a great day spent listening to luminaries and visionaries describe what’s going to happen in the world over the next two decades.    As an avid Sunday reader of The New York Times, I enjoyed what is best described as seeing the paper come alive on stage. While I took lots of notes on my iPhone, I want to share five technologies that I learned about that are on the way (well, the fifth one is already here).  Ingestible Computing  –  You will...

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My Own Personal Nordstrom Story

Posted by on Jul 9, 2013 in Blog

Most of you have heard the legendary story about how someone returned a set of tires to Nordstrom, which they took back no questions asked.   It’s part of their legacy for legendary service and taking care of the customer. A few months ago, I went to pick up two pairs of suit pants that were needed for a business trip starting the following day.  After 20 minutes, he asked if they could deliver them to my home later that evening, so I left the store and headed back to my office.  Around 5 pm, I received a phone call from Justin, the now exasperated (and embarrassed) manager who said...

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PREMIUM PRACTICE TODAY: Listen up!

Posted by on May 27, 2012 in Editor

PREMIUM PRACTICE TODAY: Listen up!

Dialogue trumps monologue in the premium practice game. Practice development professionals across all medical specialties and demographics have historically recommended soliciting—and acting on—feedback from patients and staff. Although this advice is universally accepted, customer relations professionals such as George Taylor suggest that the dialogue that emerges from this dynamic is even more valuable in settings like premium IOL practices, where out-of-pocket payment is critical to fiscal solvency…       Download the full blog       ...

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