Tag Archives: patient journey

CVS Pharmacy Writes Future by Saying Good Bye to Cigarettes

Bravo to CVS for their Decision to Stop Selling Tobacco Products Some think it to be a poor decision that will harm earnings and inconvenience customers. If we were living in a different time, with different knowledge, and¬†CVS was scrapping … Continue reading

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What Patient Experience? The Hardest Problems are Invisible and Require New Thinking to Solve

The Patient Journey Starts Before and Ends Long After the Patient Sees the Caregiver As much emphasis that is placed on patient care and better health, there is an invisible trauma inflicted on patients everyday. Misinformation, poor customer service and … Continue reading

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If You Want New Outcomes try Changing your Language and Conversation

From Healthcare The American Medical Association this week voted to declare obesity a disease. This, in a move to change the focus from treating obesity related symptoms, toward prevention. Without the label of disease, insurance companies have largely rejected insurance … Continue reading

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Road Signs & Signals Along the Customer Journey

How are you doing with customers? How do you know? Which touchpoints matter the most in the customer journey, to your organization and to your customers? Are they the same? Do you even know what the customer journey looks like? … Continue reading

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