A Day Full of Magic
There’s magic happening all around us. We just need to pay attention. I’m happy to say I was paying attention on this one particular day and I couldn’t help [...]
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 [...]
A Billboard, A Spatula and Delivering On The Promise of Your Brand
We’ve all seen them. Those colorful billboards on the highway that boast the local hospital ER’s average wait times. Maybe your marketing team or local advertising firm created the [...]
Tell Your Story
The elevators at Dignity Health Medical Foundation help tell their story. What is your organization’s STORY? Do you know it? Could you tell it in 60 seconds [...]
Turning A Random Act of Kindness Into BUSINESS AS USUAL
Most women will tell you that one of the worst parts of going to the doctor is having to step on that dreaded scale. It never reflects the numbers [...]
How To Move From a Transaction to An Experience
Ever wonder what makes some organizations better than others? Often, it has little to do with products or services, although those things need to be good. What really makes [...]