Patient Experience Speaker - What Healthcare Can Learn from Aviation

Customer Experience Speaker – Panagora Conference

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  • Customer Experience Speaker – Panagora Conference

    Liliana took the stage as a Keynote Customer Experience Speaker at the Panagora Pharma Conference in March 2019.  Her speech was titled: How to infuse hospitality in the healthcare experience.

    Waiting equals anxiety to your customers, no matter what product or service you provide. The emotional state airline customers are in when they check-in for their flights is not too different from the vulnerability patients feel in hospital waiting rooms.

    Airlines have lobbies. Hospitals waiting rooms. Both have employees that need to CARE about the experience they deliver.  In both CX journeys, signage is of utmost importance, and self-service can improve costs.

    No one can excuse bad experience with heavy regulation. As CX professionals, we all know that it is not about what you do or how complex your operation is. What differentiates great brands is HOW they manage their customer experience.

    Regardless of your industry, your CX investments must demonstrate financial and customer experience results.


    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 Repeat Customers

    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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