Category: Customer Experience

Customer Experience versus Patient Experience

Written by Jill Scott on February 7, 2020

In today’s economy, there’s no question that the consumer is King. With access to an ever-growing digital marketplace, the customer has both more choices, and more information, than ever. For this reason, it should come as no surprise that a majority of…Read More

What Comes After the ‘But’?

Written by Jeff Tobe on July 28, 2015

Why is Starbucks so successful in selling you a $4.00 cup of coffee when MacDonald’s charges $2.00?

Why does a stay at a Ritz Carlton hotel seem much different than at a stay at the Holiday Inn?

Most people today would answer that it’s all about ‘customer service’ when, in fact, they…Read More

Are You Customer-Focused or…?

Written by Jeff Tobe on July 28, 2015

Some organizations get it! They know how to hire for it, train for it and deliver it. Different companies claim to give a unique customer experience, but in reality, they are grounded in an operations mentality with rules and policies that yield little flexibility, preventing them from being just average…Read More