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If It’s Just a Transaction, You’re Missing the Peak: Shifting from Service Recovery to Trust Recovery
“Brand is just a metaphor for the relationship you have with your customers. And like any relationship, it’s entirely built on trust.” — Ashley Friedlein After handling many thousands of complaints across three large U.S. health systems over nearly 30 years, one pattern stood out clearly: Very few people complained selfishly. The overwhelming majority shared…
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If It’s Just a Transaction, You’re Missing the Peak: Shifting from Service Recovery to Trust Recovery
“Brand is just a metaphor for the relationship you have with your customers. And like any relationship, it’s entirely built on trust.” — Ashley Friedlein After handling many thousands of complaints across three large U.S. health systems over nearly 30 years, one pattern stood out clearly: Very few people complained selfishly. The overwhelming majority shared…
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You Bought the Ferrari — Why Are You Driving It Like a Pinto?
“An elegant car is a beautiful thing. But if you don’t know how to drive it, it’s just a piece of metal.” — Enzo Ferrari We have all sat in that executive meeting. Your health system just wrote a seven-figure check to a premier survey vendor. You now have sophisticated patient experience dashboards that slice…
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Positivity Pathway
positivity pathway
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Beyond the Dashboard-Improvement Requires Real Tools
“The soul never thinks without a picture.” — Aristotle We’ve all stood in front of them: colorful huddle boards and digital dashboards glowing with red, yellow, and green status indicators. We’ve set the BHAG—that ambitious 90th-percentile target that looks impressive on the strategic plan. We nod, feel the weight of the goal, and then return…
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Where Many Patient Experience Trainings Fall Short: Learning Versus Doing
“Learning is experience, everything else is just information.”–Albert Einstein We have all sat through a mandatory 15-minute de-escalation module, aced the multiple-choice quiz, and felt entirely unprepared when a “Severity 5” conflict erupted in the clinic ten minutes later. Or we’ve invested in company-wide communication training modules for our teams and mandated their completion with…
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The Binary Trap: Why “Right vs. Wrong is a Healthcare Dead End
“We see things not as they are, but as we are.” — Anaïs Nin We have a “How” problem. In healthcare, we are surrounded by people who know what needs to be done. We have the clinical pathways, the safety checklists, and the mission statements. We even know why it matters—we’ve seen the data on…
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Marketplace Meltdown
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Safety and Consequences