Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch

Customer Experience Leaders

English - August 12, 2019 14:01 - 47 minutes - 43.8 MB - ★★★★★ - 26 ratings
Business News Business News Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: CX FAILURES!!! 💥 Why failing is the best thing that can happen. | Logitech, Head of Ultimate Ears Custom Earphones, Jonah Staw

Next Episode: How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine

Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience.

Resources mentioned:

This Is Marketing (book), by Seth Godin
Purple Cow (book), by Seth Godin
The Experience Economy (book), by Joseph Pine & James H. Gilmore
Never Lose A Customer Again (book), by Joey Coleman‎
Michael Momsen (LinkedIn)
Adam Jaffrey (LinkedIn)

Key takeaways (starts at 41:02):

Customers will pay more for a ‘care’ factor.
All service businesses are a customer success business, but to get there you need a plan.
Cultural and process change requires a long-term mindset.
Be open to bringing in mentors or coaches to help you along the way.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.