Creating a Memorable Patient Experience
Dave Ziegler, OD
Thursday, January 21, 2016
Tweet
Transcript
Embed
Email
Bookmark
<<
<
>
>>
Tweet
Facebook
Email
Chapters
Introduction
What do they Experience?
What do they see?
What do they hear?
What do they smell?
How do you occupy their time while waiting?
The Peak-End Rule
The Dilemma
Why Patients Fire You
Private Practice is Poorly Differentiated from Big Box Retail
The Dilemma
Market Share of Eye Exams Done
Market Share of Glasses Sold
"Reframe" the Ordinary
The Changing Landscape of Retail
The Experience Economy
Your Beliefs Impact Your Experience
Impacting Your Patient's Beliefs
What's your Brand
What's the Brand Reception?
Determining Your Brand
Great Brands Appeal to Emotions
Nike inspires what you hope to be
Great Brands Ignore Trends
ECP's Changing Trends
The Service Spectrum
How ECP's Chase Customers
Don't Chase Customers in your Optical Area
Great Brands Don't Chase Customers Pt 2
What is Shopping?
How do we Shop?
How we Decide
What's the take away from all of this
The Science of Shopping
How to improve the experience
How to Bend Time
Guestology
The Ritz Carlton's "Three Steps of Service"
Building Your Brand
Make the Experience Fun
The Competition
No transcript for this webinar
More Information
Request info