Achieving Patient Aka Customer Experience Excellence

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Achieving Patient (aka Customer) Experience Excellence

Author : Rhonda Dishongh
Publisher : CRC Press
ISBN 13 : 1466583088
Total Pages : 141 pages
Book Rating : 4.4/5 (665 download)

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Book Synopsis Achieving Patient (aka Customer) Experience Excellence by : Rhonda Dishongh

Download or read book Achieving Patient (aka Customer) Experience Excellence written by Rhonda Dishongh and published by CRC Press. This book was released on 2013-06-10 with total page 141 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written 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 authors—the director of customer experience design, the director of imaging services, a consultant, and a business psychologist—allowing readers to learn from their success and struggles. Each chapter also includes a management learning section that provides practical advice and helpful tips for healthcare managers on their journey towards achieving excellence in the patient experience. Representing decades of battle-tested experience, this book will not only help you understand the components required to build a customer-centric culture, but will also provide the mindset you will need to strike the ideal balance between patient (aka customer) satisfaction and business benefit.

Achieving Patient (aka Customer) Experience Excellence

Author : Rhonda Dishongh
Publisher : CRC Press
ISBN 13 : 1040081401
Total Pages : 141 pages
Book Rating : 4.0/5 (4 download)

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Book Synopsis Achieving Patient (aka Customer) Experience Excellence by : Rhonda Dishongh

Customer Experience Excellence

Author : Tim Knight
Publisher : Kogan Page Publishers
ISBN 13 : 1398601047
Total Pages : 273 pages
Book Rating : 4.3/5 (986 download)

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Book Synopsis Customer Experience Excellence by : Tim Knight

Download or read book Customer Experience Excellence written by Tim Knight and published by Kogan Page Publishers. This book was released on 2021-08-03 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.

Customer Service in Health Care

Author : Kristin Baird
Publisher : Jossey-Bass
ISBN 13 :
Total Pages : 184 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Customer Service in Health Care by : Kristin Baird

Download or read book Customer Service in Health Care written by Kristin Baird and published by Jossey-Bass. This book was released on 2000-01-27 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: Create Your Own Culture of Service Excellence Customer Service in Health Care concentrates on action as opposed to theory. It offers a practical, step-by-step proces for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.

Achieving Excellence Through Customer Service

Author : John Tschohl
Publisher :
ISBN 13 : 9789813046597
Total Pages : 294 pages
Book Rating : 4.0/5 (465 download)

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Book Synopsis Achieving Excellence Through Customer Service by : John Tschohl

Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by . This book was released on 1995 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Unleashing Excellence

Author : Dennis Snow
Publisher : John Wiley & Sons
ISBN 13 : 0470503807
Total Pages : 261 pages
Book Rating : 4.4/5 (75 download)

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Book Synopsis Unleashing Excellence by : Dennis Snow

Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-11-16 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Leadership for Great Customer Service

Author : Thom A. Mayer
Publisher :
ISBN 13 : 9781567937022
Total Pages : 236 pages
Book Rating : 4.9/5 (37 download)

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Book Synopsis Leadership for Great Customer Service by : Thom A. Mayer

Download or read book Leadership for Great Customer Service written by Thom A. Mayer and published by . This book was released on 2014 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the "why" before the "how," and develop a greater understanding of your patients' expectations; Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create "moments of truth" that drive customer experience; A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as The A-Team Tool Kit, which spans ten chapters and puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter. --

Leadership for Great Customer Service

Author : Thom Mayer
Publisher : ACHE Management
ISBN 13 : 9781567936421
Total Pages : 0 pages
Book Rating : 4.9/5 (364 download)

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Book Synopsis Leadership for Great Customer Service by : Thom Mayer

Download or read book Leadership for Great Customer Service written by Thom Mayer and published by ACHE Management. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Forewords by Chuck Lauer and Tom Peters The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book's publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition. This entertaining yet practical guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the "why" before the "how," and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create "moments of truth" that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as "The A-Team Tool Kit," which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.

Uncommon Service

Author : Frances X. Frei
Publisher : Harvard Business Press
ISBN 13 : 1422133311
Total Pages : 262 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis Uncommon Service by : Frances X. Frei

Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Leadership Excellence

Author :
Publisher :
ISBN 13 :
Total Pages : 312 pages
Book Rating : 4.E/5 ( download)

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Book Synopsis Leadership Excellence by :

Download or read book Leadership Excellence written by and published by . This book was released on 2007 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Amaze Every Customer Every Time

Author : Shep Hyken
Publisher : Greenleaf Book Group
ISBN 13 : 1626340102
Total Pages : 249 pages
Book Rating : 4.6/5 (263 download)

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Book Synopsis Amaze Every Customer Every Time by : Shep Hyken

Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

Product-Led Onboarding

Author : Ramli John
Publisher : Productled Press
ISBN 13 : 9781777717704
Total Pages : 312 pages
Book Rating : 4.7/5 (177 download)

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Book Synopsis Product-Led Onboarding by : Ramli John

Download or read book Product-Led Onboarding written by Ramli John and published by Productled Press. This book was released on 2021-06-04 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: When you borrow a plate from grandma, does she ask you to pay a deposit? Of course not. Likewise, blocking your non-paying ("freemium") customers from the core experience of your product, is like chopping your own leg off while running a marathon. Yet, this is just one of the crucial mistakes that most SaaS companies make right off the bat. Think about it. Do YOU have... Stalled accounts taking up valuable space? Sub-par clients who only expect freebies and don't ever use the full features of your product? Low conversion from free accounts to paid? Then, you might have a shot-yourself-in-the-foot problem. In this book, you'll find the easy, 6-step formula you can apply to your operations today that can change absolutely everything. You'll be able to count your company among giants like Mixpanel, Ubisoft, and Outsystems when you: Captivate clients' attention from the get-go. Make it easier for clients to get good at using your software so they are more likely to use it. Create a fool-proof checklist to make your product go viral. Match services with behaviors, and get users addicted to your product. Win rave reviews by making clients feel like VIPs. Use this strategy at each level in your team to supercharge its effect. Rinse and repeat, and watch your business grow while you sleep. In short, you'll discover why putting your customer first is the ultimate secret to growing your company. And how you can achieve astronomical conversions and customer loyalty without even trying. Check out what others are saying:

Good Strategy Bad Strategy

Author : Richard Rumelt
Publisher : Currency
ISBN 13 : 0307886239
Total Pages : 338 pages
Book Rating : 4.3/5 (78 download)

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Book Synopsis Good Strategy Bad Strategy by : Richard Rumelt

Download or read book Good Strategy Bad Strategy written by Richard Rumelt and published by Currency. This book was released on 2011-07-19 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good Strategy/Bad Strategy clarifies the muddled thinking underlying too many strategies and provides a clear way to create and implement a powerful action-oriented strategy for the real world. Developing and implementing a strategy is the central task of a leader. A good strategy is a specific and coherent response to—and approach for—overcoming the obstacles to progress. A good strategy works by harnessing and applying power where it will have the greatest effect. Yet, Rumelt shows that there has been a growing and unfortunate tendency to equate Mom-and-apple-pie values, fluffy packages of buzzwords, motivational slogans, and financial goals with “strategy.” In Good Strategy/Bad Strategy, he debunks these elements of “bad strategy” and awakens an understanding of the power of a “good strategy.” He introduces nine sources of power—ranging from using leverage to effectively focusing on growth—that are eye-opening yet pragmatic tools that can easily be put to work on Monday morning, and uses fascinating examples from business, nonprofit, and military affairs to bring its original and pragmatic ideas to life. The detailed examples range from Apple to General Motors, from the two Iraq wars to Afghanistan, from a small local market to Wal-Mart, from Nvidia to Silicon Graphics, from the Getty Trust to the Los Angeles Unified School District, from Cisco Systems to Paccar, and from Global Crossing to the 2007–08 financial crisis. Reflecting an astonishing grasp and integration of economics, finance, technology, history, and the brilliance and foibles of the human character, Good Strategy/Bad Strategy stems from Rumelt’s decades of digging beyond the superficial to address hard questions with honesty and integrity.

Wonder Drug

Author : Stephen Trzeciak, M.D.
Publisher : St. Martin's Essentials
ISBN 13 : 1250809053
Total Pages : 228 pages
Book Rating : 4.2/5 (58 download)

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Book Synopsis Wonder Drug by : Stephen Trzeciak, M.D.

Download or read book Wonder Drug written by Stephen Trzeciak, M.D. and published by St. Martin's Essentials. This book was released on 2022-06-21 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: A pair of doctors team up to illuminate, through neuroscience and captivating stories from their clinical practice, how serving others—and pitching in to the world in general—is a secret superpower. If a doctor’s prescription could bring you: - Longer life - Better health - More energy and resilience - Less burnout, depression and anxiety - More happiness, fulfillment and well-being - More personal and professional success (including higher income) - And, no harmful side effects Would you take it? In Wonder Drug, physician scientists Stephen Trzeciak, M.D., and Anthony Mazzarelli, M.D., illuminate, through neuroscience and captivating stories from their clinical practices, how being a giving, other-focused person is a secret superpower. Serving others—and pitching in to the world in general—is the evidence-based way to live your life. Kinder people not only live longer, they also live better. Science shows that serving others is not just the right thing to do, it’s also the smart thing to do. Wonder Drug will make you rethink your notions of “self-care” and “me time,” and realize that focusing on others is a potent antidote to the weariness that so many of us feel in modern times. Getting outside of your own head, outside the swirl of self-concern that may dominate your mental chatter, is, ironically, one of the best things you can do for yourself. Building upon their earlier work showing that, in the context of healthcare, having more compassion for patients is a powerful way to not only achieve better patient outcomes, but also promote well-being, resilience and resistance to burnout among healthcare workers, Trzeciak and Mazzarelli now extend their research to uncover how the power of serving others reaches far beyond the medical world and can be a life-changing therapy for everyone. Wonder Drug relates to the varying meanings of giving in real people’s daily lives. The stories in this book will convince and inspire you to make simple prism changes. You don’t need a total life upheaval, just a purposeful shift in mindset. In fact, the crucial first piece of the evidence-based prescription is this: start small. Per science, the best way to well-being and finding your true fulfillment is this: scan your orbit for the people around you in need of help, and go fill that need, as often as you can.

Juran's Quality Handbook: The Complete Guide to Performance Excellence 6/e

Author : Joseph A. Defeo
Publisher : McGraw Hill Professional
ISBN 13 : 0071629726
Total Pages : 1136 pages
Book Rating : 4.0/5 (716 download)

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Book Synopsis Juran's Quality Handbook: The Complete Guide to Performance Excellence 6/e by : Joseph A. Defeo

Download or read book Juran's Quality Handbook: The Complete Guide to Performance Excellence 6/e written by Joseph A. Defeo and published by McGraw Hill Professional. This book was released on 2010-09-05 with total page 1136 pages. Available in PDF, EPUB and Kindle. Book excerpt: The definitive quality management compendium--revised for the first time in a decade For more than 50 years, Juran's Quality Handbook has been the singular essential reference to quality management and engineering. The Sixth Edition--the first revision of the Handbook in 10 years--forges a new standard in tools for quality. Bringing leaders, managers, master and black belts, and engineers the most up-to-date methods, research, and tools, under the guidance of a team of the world's top experts, this authoritative resource shows how to apply universal methods for delivering superior results and organizational excellence in any organization, industry, country, or process. Juran's Quality Handbook, sixth edition covers: Leadership--what everyone needs to know about managing for superior quality and results Methods--the most effective methods and tools for attaining superior results, such as Lean, Six Sigma, Root Cause Analysis, Continuous Innovation, and more Industry applications--effectively applying quality management The roles of key functions--such as quality professionals, research and development, supply chain, and governance--and what they must carry out to attain superior results in an organization Performance excellence--pragmatic roadmaps, templates, and tools to aid in developing an effective and sustainable performance excellence system

The Mom Test

Author : Rob Fitzpatrick
Publisher : Robfitz Ltd
ISBN 13 : 1492180742
Total Pages : 130 pages
Book Rating : 4.4/5 (921 download)

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Book Synopsis The Mom Test by : Rob Fitzpatrick

Download or read book The Mom Test written by Rob Fitzpatrick and published by Robfitz Ltd. This book was released on 2013-10-09 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Mom Test is a quick, practical guide that will save you time, money, and heartbreak. They say you shouldn't ask your mom whether your business is a good idea, because she loves you and will lie to you. This is technically true, but it misses the point. You shouldn't ask anyone if your business is a good idea. It's a bad question and everyone will lie to you at least a little . As a matter of fact, it's not their responsibility to tell you the truth. It's your responsibility to find it and it's worth doing right . Talking to customers is one of the foundational skills of both Customer Development and Lean Startup. We all know we're supposed to do it, but nobody seems willing to admit that it's easy to screw up and hard to do right. This book is going to show you how customer conversations go wrong and how you can do better.

212: The Extra Degree

Author : Sam Parker
Publisher : The Walk The Talk Company
ISBN 13 : 9781885228673
Total Pages : 88 pages
Book Rating : 4.2/5 (286 download)

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Book Synopsis 212: The Extra Degree by : Sam Parker

Download or read book 212: The Extra Degree written by Sam Parker and published by The Walk The Talk Company. This book was released on 2011-04-15 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: 212° the extra degree captures the essence of excellence in an unforgettable way... At 211° water is hot. At 212°, it boils. And with boiling water, comes steam. And with steam, you can power a train. The one extra degree, that one small step, makes the difference. In the original 212° the extra degree softcover, the simple 212° concept is illustrated through a clear introduction and then supported by a series of thoughts, examples, and facts that will help you absorb the 212° mindset. Its purpose is to inspire the extra level of effort that produces exponential results. Let 212° become a part of everyone's vocabulary. This book will encourage anyone who reads it to give that extra degree of effort...the extra degree that will produce extraordinary results.