Authorpreneur Dashboard – Diane S Hopkins

Diane S Hopkins

Advice from a Patient: Insights From Those Who Needed Care for Those Who Provide Care

Self-Help

Praise for Advice from a Patient “No one I know cares as much as Haley. This book puts Care back in Healthcare.” — Lou Holtz “As members of the healthcare community, it is our responsibility to continue to remind ourselves our primary objective is to serve the patient through better experiences to improve outcomes. The voices in this book serve as a great resource for all who serve the patient and are interested in understanding what matters to patients.” — John Whyte, MD, MPH, Chief Medical Officer, WebMD “Diane and Haley have created a book that allows for the sharing of since hopes for exceptional healthcare. The mixture of so many different perspectives offers new and seasoned caregivers gentle reminders of what’s important amidst the complexities and technology. And, a reminder of why they chose a health caring career.” — Rear Admiral, USN (Ret) Karen Flahery Oxler

Book Bubbles from Advice from a Patient: Insights From Those Who Needed Care for Those Who Provide Care

Unleashing the Chief Moment Officers

Business & Investing

If you want to raise the bar on creating memorable customer experiences, then this book is your roadmap." --Valerie Willis, VP, Tom Peters Company The core premise is that whether you have 10 or 10,000 staff members in your organization, leaders have a foundational responsibility to ensure that workers at all levels are well prepared and informed to understand their influence on customers. If you are ready to explore the power of moment by moment, person by person customer engagement, this is a quick and rich guide to ways to stretch your thinking and stretch the impact all staff can have to exceed the expectations and imagination of current and new customers.

Book Bubbles from Unleashing the Chief Moment Officers

Great People Stupid Systems

Your company may have thoughtfully screened and hired exceptional staff who authentically value customers and show it every day. However, if these star contributors work within systems that bring regular barriers to exceptional experiences, mediocrity will prevail and stars will go work somewhere else. Consider a few paths to understand which policies and procedures block exceptional customer experiences and go after them. There may have been a good reason when a system was originally put in place but impact to customers is important. You can interview front line staff to ask them which policies or procedures prompt the most headaches, you can scan customer complaints and you can regularly test your own systems as a customer yourself to see what barriers need to be removed.

Hiring for Exceptional Experiences

Customer Experience Strategy must be aligned with who and how you hire and retain staff. There are many ways to enhance this alignment and new ways of interviewing can greatly increase the chances of delighting customers in the future.

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