Few organizations in the healthcare industry score well when it comes to the quality of the patient experience.
It’s rare that healthcare providers even view their patients as true customers – electing instead to shape patient interactions in a decidedly administrative and antiseptic manner.
This is unfortunate, because the fact is that many traditional techniques for managing the customer experience can easily be applied to the healthcare space.
So how can healthcare providers turn patients into raving fans? For a glimpse of my views on the subject, check out this article from a leading magazine for healthcare practitioners. I was extensively quoted by the author, offering my “prescription” for how doctors, hospitals and other providers can create a patient experience that drives loyalty and positive word-of-mouth.