Staffing for the Premium Patient Experience

Posted by on Apr 11, 2008 in Article, Published Works

Staffing for the Premium Patient Experience

Your employees are key to your strategy. When developing a premium patient experience, surgeons need to pay attention to four critical variables: price (what you charge); quality (as defined by the patient); experience (of your patient while under your care); and your staff (those individuals responsible for staging the experience)… Tags: employees, premium, patient, Quality, Economy, Experience, Price, surgeons, Attention, Your Patient Download the full article   ...

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Ideas In Action: Off Duty At The Waffle House

Posted by on Oct 17, 2007 in Blog

October 17, 2007 Understandably, there’s a lot being said about customer experience these days. It seems as though everywhere I turn I come across an article describing one or an advertisement touting one. What gets lost at times is the fact that it takes people – typically the employees of an organization – to create the events that are unique and memorable to customers. Which leads to Nashville. Gathering in Nashville for an annual event called thinkAbout (hosted by Joe Pine and Jim Gilmore, authors of The Experience Economy), over 100 individuals from a wide-range of...

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The Art of Customer Service

Posted by on Jun 1, 2003 in Article, Published Works

The Art of Customer Service

It begins with “hello” and never really ends. I had not walked 30 feet into the hotel before three different employees greeted me: the valet, the doorman, and the custodian. Each person looked up from the task at hand to say hello and smile. Was it because I was wearing a suit? No, it was because the hotel was the Four Seasons. This greeting had a tremendous impact on my entire experience at that hotel. That initial encounter set atone for the rest of my visit that magically rubbed off on everyone in the business meetings… Tags: Four Seasons, task, Customer, Customer Service,...

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