Precision and Mayhem (Lessons from the Royal Wedding)
Did you watch the Royal Wedding? I sure did. At 5 am I propped myself up on the couch and became immersed in all things royal. Every channel covered [...]
Hardwiring Random Acts of Kindness So They Become Business As Usual
Using someone’s name is a customer service trick anyone can use to personalize and warm-up the customer or patient experience. Why? Because something magical happens when people use your [...]
The Magic Power of a Special Button
My family and I just got back from a fabulous Disney vacation. It was our kids’ spring break and arguably one of the most popular times to visit Walt [...]
One Way Nemours Gives Patients Peace of Mind
Two nights before we were to leave for a Walt Disney World vacation, my daughter developed a slight fever and a weird rash. At first, I panicked. But one [...]
3 Ways To NOT Ruin a Customer Experience
A visit to a local theatre recently reminded me that it only takes a few seconds to ruin a customer experience. When the lights dimmed and the curtain rose [...]
The Employee Experience DRIVES the Customer Experience
As leaders, when we talk about improving the patient or customer experience, we must remember that if we're not caring directly for patients or customers, then we need to [...]