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Videos

January 6, 2020

The Future of Retail


In this video I discuss what's happening in retail and what doctors can learn from these trends.
December 11, 2019

The Office Christmas Party


Is it time to ditch the annual office Christmas party?
December 5, 2019

5 Stages of Experience


The customer experience can be divided into 5 distinct stages, each meriting effort to improve. Short version: the experience is more than just the time the patient or customer is in front of you.
November 19, 2019

Open Your Eyes to Private Equity - Recap


Comments during an interview I did following my participation as a faculty member in the Healio Live event "Open Your Eyes to Private Equity" held November 14, 2019 in New York City
November 12, 2019

The Farewell


The end of a patient visit also provides an opportunity to create a memorable moment.
November 12, 2019

The Greeting


How do you welcome patients when they arrive at your practice? There's a lot you can do to make this a memorable moment.
November 6, 2019

The Business Card


Here's why the business card is even more important today than ever before, especially in the smart phone era.
October 30, 2019

Differentiation in the Modern Era


Here are 3 common pitfalls to avoid when striving to differentiate your medical practice; apply more broadly to all small business owners.
October 23, 2019

Identifying Negative Cues


Here is a great tool to help you identify negative cues as a first step to improve your customer experience.
October 16, 2019

The Power of PR:  What Taylor Swift and the HOLLYWOOD sign have in common


For those of you in the LASIK business, you’ve been given a huge gift courtesy of Jimmy Fallon, who surprised guest Taylor Swift by showing a video taken by her mom following LASIK surgery.  
October 9, 2019

Service Recovery: The New Math


Here is why reputational value (RV) is far more important than product cost (PC) in how you manage customer interactions when things go wrong (and they DO from time to time).
October 2, 2019

Change is Hard

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A quick 2 minute summary of a simple yet powerful model of how change occurs and what you need to overcome resistance to change personally or professionally.
“You must understand what business you’re really in if you want to bond with your customers.”