Month: June 2015

Excusing a Behavior

“Please stop talking now and listen to me.” I actually said this to a general manager of a very fine dining establishment in my hometown last week. I’d taken a dear friend of mine who was in town out to brunch at one of our favorite local restaurants. I have loved this place for years. …

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The age (still) of the consumer in healthcare

I’m midway through the whirlwind that is AHIP, and I’m a simultaneously depressed and excited. WAY back in 2008, I gave my first speech at AHIP about customer experience. It was the first time we really started talking about the consumer at this conference. I had 7 people in my audience.