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 ...
Read MorePREMIUM PRACTICE TODAY: Avoiding Analysis Paralysis: How to Choose an EHR System
Selecting an EHR system is complicated for all of the same reasons it is beneficial: it affects every level of the practice. For far too long, the health care industry has found itself exempt from the norms of customer service that are found across most other businesses. Electronic health records (EHRs) have the potential to help medical practices close the gap in this area by converting their paper records to digital charts. This month’s Premium Practice Today highlights several offices that have made the switch and offers their...
Read MorePREMIUM PRACTICE TODAY: You’re Hired!
Employees’ engagement, motivation, and retention are key to patients’ satisfaction Much of my research and writing involves the customer’s experience, and how we can greatly enhance what takes place in the medical environment. Memorable experiences do not happen on their own. It takes a superb team of employees to design, stage, and continuously improve what happens when a customer walks in the door… Download the full blog ...
Read MoreIdeas in Action: Learn about the Experience Economy
June 2009 An Interview with Jim Gilmore A Trip Down LASIK’s Memory Lane An Interview with Jim Gilmore In writing a regular column on marketing over the years, what I’ve come to appreciate is that great marketing typically boils down to how well you serve the needs of your customer. Two years ago I hit upon a motherlode while reading The Experience Economy, by Jim Gilmore and Joe Pine. These two economists described how companies and individuals are creating greater value in our economy and helping sustain its growth. The book’s message is highly durable, and...
Read MoreHow Perceptions of Money and Pricing Influence Demand for Refractive Surgery
The realm of elective medicine has created a unique opportunity as well as placed a significant burden on the ophthalmic surgeon who performs refractive surgery. Collecting money directly for a medical procedure requires the refractive practice to be skilled in retail as well as clinical care… Tags: Refractive Practice, Procedure, Price, Pricing, surgery, surgeons, Refractive surgery, Money Download the full article ...
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