We have two lives, and the second begins when we realize we only have one. – Confucius
By Michael Krasner, MD, FACP
After 6 years of sharing Mindful Practice in intensive retreat trainings with over 400 physicians, medical educators and other health professionals from all over the globe, Ron Epstein and I began to ask ourselves- why wait for our colleagues to come to us? If the need for building resilience among our colleagues is pressing, and the tools for helping improve quality of care, quality of caring, and our own well-being are effective, relevant and accessible, why delay offering this training to more professionals? So we have decided to take Mindful Practice trainings into regional settings, offering it in a new, multi-modal, and engaging way. We already have two trainings scheduled for San Diego and Boston this winter. We will soon announce a workshop next fall in the Pacific…
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If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that you make in customer experience.
As I’m sure you know, culture change isn’t easy. People are naturally averse to change. As John Kenneth Galbraith so aptly stated, “Faced with the choice between changing one’s mind and proving that there is no need to do so, almost everyone gets busy on the proof.”
Any chance of a successful, purposeful change in your culture needs to focus on the thoughts, beliefs, and actions of individual employees. That’s the foundation of a concept that Temkin Group introduced called Employee-Engaging Transformation (EET). EET is based on five practices: Vision…
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Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated?
That’s because how customers feel about an interaction has a significant impact on their loyalty to a company. So let’s talk about emotions.
Despite the importance of customer emotions, they are all too often neglected (or outright ignored) inside of companies. As a result of this negligence, consumers give their providers very low emotion scores in our Temkin Experience Ratings.
Every time a customer interacts with you, they feel one of…
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