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Customer Service--3 ways to make someone's holiday a little brighter!
Reblogged from Blanchard LeaderChat: As we enter into the holiday season, I always remind myself to try and be on my best behavior and keep my patience while out doing my holiday shopping. So when I...
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Patient Experience: the extended version
Reblogged from Daphne Nash: Last week Dr. Danielle Ofri wrote about the challenges of working out of an unfamiliar hospital while Bellevue Hospital, where she regularly sees patients, was closed for...
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The Power of We
Reblogged from quantum shifting: Interesting what can spark an idea and create insight. Staring at the full moon the other night, I found myself marvelling, yet again, that we've been there. That...
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Hospitality in Health Care
Reblogged from DHP Research thepatientoutcomesblog: Our guest editor this week is Andrew S. Gallan, PhD who is an Assistant Professor, Department of Marketing, Driehaus College of Business, DePaul...
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Looking at ROI of CX Through Eyes of Employees
Reblogged from Customer Experience Matters: We are always looking for ways to understand the connection between customer experience and loyalty. Here's a new approach, analyzing employee perceptions....
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Beyond empathy
Reblogged from quantum shifting: As a sociatrist, I'm passionate about people in business developing greater ability to stand in each others' shoes. It's one of the cornerstones of the work we do at...
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Leadership and CX: Is the human spirit the difference that truly makes the...
Reblogged from THE CUSTOMER BLOG: “I’m thinking, as a 6-year-old, 7-year-old, what are their thoughts?” she said. “So I said to them, ‘I need you to know that I love you all very much and that it is...
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Do you have a customer service mindset? 3 ways to find out
Reblogged from Blanchard LeaderChat: Here’s a little game for you. Finish the following phases: “Do unto others as you would have _____ ___ _____ ____.” (Yes, the Golden Rule) “Beauty is in the eyes...
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Make Time for Personal Renewal—4 Strategies for the New Year
Reblogged from Blanchard LeaderChat: “When people don't take time out, they stop being productive.” ~ Carisa Bianchi I started experiencing back pain around the time I turned 50. When I went to the...
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Why the Harvard Business Review was wrong about patients
Reblogged from Heart Sisters: by Carolyn Thomas ♥ @HeartSisters Maybe it's because I'm not a physician, a nurse or any other type of health care provider. Maybe it's because I'm merely a...
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Emotional intelligence in health care relationships
Reblogged from Heart Sisters: I'm so pleased to share, with her kind permission, this guest post written by Colette Herrick, originally published on the Six Seconds website. I especially love her...
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Take a look at our new Diabetes Health Profile infographic
Reblogged from DHP Research thepatientoutcomesblog: Recently I participated in the American Diabetes Association's Tour de Cure to raise money for diabetes research. I found "Take a look at our new...
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When Technology is Humanizing
Reblogged from ExperiaHealth: Through many years of working with healthcare companies on technology and service decision making, I routinely run into an either/or mentality around technology and human...
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3 Ways to Create a Service Mindset in Your Organization—and how one person...
Reblogged from Blanchard LeaderChat: Customer Service—it is found in every industry, every company, every person's job, at every moment. If you don't deal directly with the external customer, you...
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Introducing Mindfulness in Healthcare Organizations
Inspired by Daniel Goleman’s July 28, 2013 article “Introducing Mindfulness in Organizations,” I posted the following discussion question on several LinkedIn Groups: “…I am making an assumption that...
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Prioritizing Patient Experience Operational Standards Just as Important as...
The Beryl Institute’s latest benchmarking study “The State of Patient Experience in American Hospital 2013: Positive Trends and Opportunities for the Future” shows that more and more healthcare...
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Is Anyone Listening? A quick service tale
Reblogged from Blanchard LeaderChat: Walking out to the supermarket with a bag in each hand, I felt “pain” as I took a step. It was like a snap in my foot and PAIN, like a pinch – ouch! I got to the...
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Reprise: Patient Experience: What Patients Hate The Most
Paul Roemer explains in a very simple and straightforward manner the fragmented and confusing way that patients are currently billed for healthcare services. He likens it to his recent experience of...
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Understanding the Drivers of the Patient Experience
Harvard Business Review:Do you know your hospital’s key drivers of the patient experience? “Understanding the Drivers of the Patient Experience” is an excellent article worth reading and re-reading. As...
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Reprise: Engaging Physicians to Lead the Patient Experience
Originally posted on ExperiaHealth: In a recent webinar hosted by the Experience Innovation Network, network members had the opportunity to hear from Troy Bishop, MD, an internal medicine specialist...
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