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.

Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot!

Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot! I’m fascinated by the number of people that are still trying to get a pulse on their business by asking how satisfied people are. Your satisfied customers are satisfied. Leave them be. Let’s focus on …

Asking the right questions. Why is a chili called a “chili” – when we all know it is really hot!Read More »

Set your path, plan your work and measure!

There is no single  magic formula to building a customer experience that works for every business. But based upon the work that I have done, and measuring results, I’ve found three common steps will put you on the right path to building a solid customer experience solution:

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