Patient Experience Keynote

Wow Customer Experiences – Defined and Delivered

In my book, The New Gold Standard, I defined “wow” experiences as “unique, emotionally engaging interactions that go beyond expectations and are readily recounted.”  As a result of that definition, I’m often asked to give examples of how “wow” service is different from good service.  So here is a beyond expectation, emotionally engaging, and easily…

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You look like a curator…a key to adding customer experience value

Are you are a curator?  In today’s time-pressured, information-laden world you should think about adding “curator” to your title! In my youth, I thought of curators as old sophisticates who went around the world securing art works for museums.  Today, I think of them as smart business leaders who add value for customers by filtering…

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Customer Experience – Art or Science? The answer is YES

Crafting engaging customer experiences requires a blend of art and science.  The science often hinges on effective use of empirical data concerning consumer need states, use patterns, and changing trends. To that end, I offer some recent results from Bitly’s research’s on viral social media content.  As you probably know, Bitly is a service that…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article