Liliana Petrova Talks Patient Experience in Healthcare Podcast


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  • Liliana Petrova Podcast guest patient experience in healthcare

    Liliana Petrova Talks Patient Experience in Healthcare Podcast

    Recently, we recorded a podcast on patient experience in healthcare with Stacey Richter. And today, we are excited to share it with you.

    Patient Experience in Healthcare vs Passenger Experience in Travel

    When Stacey and I connected, I was eager to have the opportunity to discuss the similarities between the healthcare industry and the airline industry. While on the podcast, we talked about the patient journey. And we looked at what it takes to have higher adoption of an app product.

    Additionally, we discussed how we can fix the complex problems of industries that have heavy cost structures and intense regulation.

    Patient Experience in Action

    Stacey and I met at the Panagora Pharma conference in February this year, where I spoke on the same topic with other industry peers passionate about improving the patient experience in a sustainable manner.

    Listen to our Conversation

    Access the full podcast here.

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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