Culture Catalyst Blog & Articles

Words that Wound, Words that Work, Words that Wow

Posted by Angela Fieler I had the opportunity to observe a primary care physician interact with an elderly patient yesterday.  The physician was sitting at eye level with the patient, making good eye contact, and asking open-ended questions.  He seemed to ...

What Patients Say About Their Portal Experience

Innovations in technology have helped to make great strides in improving the patient experience. That is, when they are used. Take the patient portal for example. My team and I recently conducted patient focus groups in three unique markets to ...

No Shortcuts on Frontline Service Training

Posted by Kristin Baird https://youtu.be/u2cqLg6GnLM Not long ago, I was doing customer service training on service recovery. One of the participants pulled me aside after the training and said, “I’ve read all this before on https://www.salesforce.com/hub/crm/crm-system-benefits/ and thought I got it. But today’s training forced ...

The Power of One isn’t Complicated

Every person has the power to do things differently – better than the last time. It takes just one thing. Not a policy. Not a procedure. Just a personal commitment. I see it all the time when doing shadow/coaching and the ...

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