Great customer experience, the only competitive strategy in today's business reality, is fueled by great leadership. Culture starts at the top, but many brands don't drive customer-first strategy in their business models. For those at the top who want to make that leap but don't know how, Customer Experience expert Liliana Petrova joins leaders who share what they do to put the customer at the center of their business.
All content for The One Thing - Customer Experience From the Top is the property of MouthMedia Network and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
Great customer experience, the only competitive strategy in today's business reality, is fueled by great leadership. Culture starts at the top, but many brands don't drive customer-first strategy in their business models. For those at the top who want to make that leap but don't know how, Customer Experience expert Liliana Petrova joins leaders who share what they do to put the customer at the center of their business.
Redefine How to Capture the Patient Voice - with Alan Dubovsky
The One Thing - Customer Experience From the Top
38 minutes
4 years ago
Redefine How to Capture the Patient Voice - with Alan Dubovsky
Listening. It's a basic building block to effective customer experience and, ultimately satisfaction. It is also a consistent message we are hearing on this show. Ironically, in the one industry where listening is the most impactful aspect of customer experience, health care, it may be happening the least. Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai in Los Angeles, has embraced this ethos of listening. Alan shares insights on redefining the meaning of listening to patients, why executives making rounds in the field impacts patient experience, the importance of adding unstructured feedback, and how intentionally designing a future patience experience, instead of simply reacting what has happened in the past, is a winning strategy.See omnystudio.com/listener for privacy information.
The One Thing - Customer Experience From the Top
Great customer experience, the only competitive strategy in today's business reality, is fueled by great leadership. Culture starts at the top, but many brands don't drive customer-first strategy in their business models. For those at the top who want to make that leap but don't know how, Customer Experience expert Liliana Petrova joins leaders who share what they do to put the customer at the center of their business.
