Marketing: Positive Patient Experience
As a Customer Experience Consultant with The DiJulius Group, I have become hypersensitive to the service that I receive as a customer, constantly searching for opportunities in which service providers can improve my experience with each interaction. In restaurants, the gym, grocery stores or running errands, I recognize both the positive and negative practices of every business I interact with.
When I recently decided to undergo LASIK eye surgery, I hardly shopped around for a LASIK company or surgeon. The reason behind this easy decision process was due to a trustworthy friend of mine who said her experience at Clear Choice Custom Lasik Center couldn’t be matched. I made my first appointment, and that was it. I could SEE what all the hype was about. SEE what I did there?!
The facility was new, clean and inviting. There were fresh baked cookies in the waiting room, along with an infinite variety of sodas, coffees and teas. The front desk staff was more than accommodating when scheduling appointments and reviewing financing options. It gets even better. The handoff from the care coordinator to the technicians to the surgeons was completely seamless. The surgeons performing my LASIK procedure were the most friendly and comforting physicians that I have ever encountered. On the day of surgery, the surgeon sat down next to me in the waiting room for our pre-operative conversation, and then he led me into the operating room holding my hand. He continued talking to me and reassuring me, throughout the entire procedure, that my surgery was going “perfectly.” My experience truly was perfect from the first encounter to the last.
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Be Your Customer’s Hero
On the front lines of customer service, every day presents new and unexpected challenges and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. That is exactly why Adam Toporek wrote Be Your Customer’s Hero. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve.
Adam Toporek Presenting At The Customer Service Revolution
The DiJulius Group is thrilled to announce Adam Toporek will be presenting at the 2018 Customer Service Revolution. As a 3rd-generation entrepreneur, Adam understands what it means to be face-to-face with customers and the crucial role customer experience plays in making organizations profitable and sustainable. Adam has owned and operated small businesses that have consistently been ranked best in class for customer service. He has been face-to-face with customers on the front lines of retail, and he has the scars to prove it!
Adam will provide unique insights into the leader’s role in creating powerful customer experiences and gives you the keys to putting theory into practice with his 3E Leadership Framework. This is not a general leadership talk; this is a laser-focused presentation on how to lead a customer-centric organization. Participants will leave energized and with a toolbox of actionable strategies so that they can apply what they’ve learned immediately in their organizations.
Less than 6 weeks until the 2018 Customer Service Revolution.
