Month: January 2013

The Human Experience – Lessons from the ICU bedside

My vantage point on customer service and customer experience have certainly grown in the past 5 years. Much of that growth comes in the form of empathy gained from encountering complex healthcare delivery. In the past series of days, for example, I have run the all too familiar gauntlet of being with a close family…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article