Here’s an all too common scenario in healthcare leadership and marketing circles. The healthcare system is losing patients. Leaders are beginning to panic. Something must be done. But what?
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I was reviewing some findings from a recent mystery shopping engagement, and the theme that kept showing up was lack of consistency.
Different patients. Different needs. Same organization. …
Laying the Foundation for Communication Between Generations
I was at a conference recently, and the presenter said something that stopped me in my tracks. I’ve been thinking about it ever since: …
When You Spot Toxicity, Nip It In The Bud!
Her team members were leaving in droves. Droves. The turnover in her department was staggering compared to the rest of the organization. People were …
What Happens When Your Boss Can’t Solve the Problem
“I’m trying to protect you. But they won’t let me.”
“I’m fighting for you. But they are standing in our way.”
“I hear you. But they are …
What Happens When Your Bot Can’t Solve the Problem
I typed “talk to a human.” The chatbot said: “I don’t understand your question.” I tried “representative.” The chatbot said: “I don’t …
I asked for a human.
The system transferred me. Someone—or something—responded. And I still wasn’t sure if I was talking to a person or a bot.
Here’s what I’ve gotten very suspicious of: When …
Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for …
The Organizations Winning on Reputation and Retention Aren’t Spending More. They’re Building Better Cultures.
Think about how many people interact with your organization daily. Patients, staff, …
In fact, it’s better if you don’t!
I was working with a manager recently who was completely overwhelmed. Every time someone on her team came to her with a question, she’d drop everything to solve …
