“It depends,” and Other Brand Killers
When our consultants conduct culture assessments, there are two words that become pivotal in the diagnosis of our clients’ current cultures: “It depends.” We ask about accountability and hear, “It...
View ArticleFind Opportunities for Renewal
Remember the excitement and anticipation of your first day of school each year? It may have been a little scary, but it was always an opportunity for renewal. There’s nothing like a new beginning to...
View ArticleIt Depends – 2 Words that Kill Your Brand
Consistency is the backbone of any brand. If you want your organization to have a reputation for stellar patient experiences you have to ensure consistency in every encounter with every customer every...
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When the Patient Experience Doesn’t Match the Ad
Have you ever ordered from a menu with colorful photos of mouth-watering foods only to receive a much less appetizing version of the picture? My guess is that most of us have. I’ve often thought that...
View ArticlePatient Experience Takes Thousands of Ambassadors
I recently had the opportunity to address the board of directors for a large integrated medical system who wanted to hear more about the work being done to improve the culture and the patient...
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