Description
Book SynopsisWritten by internationally acknowledged experts in the customer and patient experience movement, Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital clearly outlines the principles and development phases of a great customer experience transformation. Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for its performance and customer satisfaction success.
Demonstrating how Community General was able to achieve its cultural transformation, the book presents valuable lessons learned that can be applied across a range of industries, including healthcare, telecom, and financial services. Each chapter begins with a case study that describes the experiences of the authorsthe director of customer experience design, the director of imaging services, a consultant, and a business psycho
Table of Contents
The Story—What Really Happened. Begin to Spark. Personalize to Motivate. Serve to Lead. Connect to Engage. Fail, then Account. Succeed, then Recognize. Inject Fun to Release Pressure. Measure to Coach. Action Program Spirit to Achieve Excellence. Get Help to Be Independent. Epilogue: One Year Later—Making It Stick Even When It Gets Sticky...
