I'm so pleased to share, with her kind permission, this guest post written by Colette Herrick, originally published on the Six Seconds website. I especially love her example of how a new puppy taught her twin grandchildren a powerful lesson in compassion.
"While medicine continues to advance, receiving health care as a patient is fundamentally a human process.
At the center of effective care delivery is a…
Maybe it's because I'm not a physician, a nurse or any other type of health care provider. Maybe it's because I'm merely a dull-witted heart attack survivor. Maybe it's because I spent virtually all of my 30+ year professional career in the field of public relations. But the reality is that I seem to think about health care more like a marketer than the average person might, and as such, I've been puzzled for some time about recent quality of care debates on whether patients should be considered…
“When people don't take time out, they stop being productive.” ~ Carisa Bianchi
I started experiencing back pain around the time I turned 50. When I went to the doctor she told me, “John, you are at that age where every morning you will wake up with pain somewhere.” Wow! Talk about a wake-up call. Luckily, she didn't leave it at that.
Here’s a little game for you. Finish the following phases:
- “Do unto others as you would have _____ ___ _____ ____.” (Yes, the Golden Rule)
- “Beauty is in the eyes of ____ _________.”
- “If it were me, this is what __ ______ ___.”
I trust you were able to complete these very common sayings. While well meaning and mostly true, these are not just sayings, they are mindsets.
“I’m thinking, as a 6-year-old, 7-year-old, what are their thoughts?” she said. “So I said to them, ‘I need you to know that I love you all very much and that it is going to be okay.’ Because I thought it was the last thing they were ever going to hear.” Caitlin Roig, a 29-year-old teacher, Sandy Hook Elementary School…
As a sociatrist, I'm passionate about people in business developing greater ability to stand in each others' shoes. It's one of the cornerstones of the work we do at Quantum Shift and is central to nurturing greater health in organisations. This is often given the name "empathy". I bristle a little, however, when I hear someone say, "I can have empathy for them, but....." What's that expression?
We are always looking for ways to understand the connection between customer experience and loyalty. Here's a new approach, analyzing employee perceptions.
We asked a random sample of more than 2,400 full-time U.S. employees to compare their company's customer experience as well as its financial results to the organization's competitors. As you can see in the figure below:
- 76% of CX pacesetters financially outperform their industry and 6% underperform…