Customer Experience

Turning the Medical Office into a Memorable Customer Experience

01. Issue

Vance Thompson Vision of Sioux Falls, South Dakota was located in a medical building that greatly limited the practice’s ability to treat their patients in a way that reflected their mission to be "the best on Earth” in terms of customer experience.  They were already world class in terms of surgical outcomes and wanted to make sure the overall experience was suited to match.  

02. Solution

Using principles taught by SM2 and The Experience Economy, VTV designed a facility that supports its culture and mission to provide the best eye care available anywhere. Within the beautiful architecture, staff receives continuous training and development in how to make their customers – eyecare patients and their families – feel truly special when coming for consultations, surgery, or follow-up visits. 

03. Result

VTV has grown to nearly 200 team members under the leadership of CEO Matt Jensen.  Within just a few years, VTV has been named one of the Top 50 mid-sized companies in the nation and has expanded to locations in 5 states.  The flagship location in Sioux Falls has quickly become an iconic landmark that is well integrated into the community and is visible both day and night.  
“The experience you offer customers is the only sustainable means of differentiation.”