Tag: CX

3 Secrets to Providing Your Dental Patients with a Collaborative Customer Experience (Part 2)

In our last blog (“3 Reasons Why Collaboration Can Pay Off for Your Dental Practices,” November 1, 2017), we discussed Ryan Kh’s views (see “How Effective Collaboration Equals Great Customer Experience,” Customer Think, October 9, 2017”) on the rationale for collaboration in an organization. Today, we talk about another topic that interests him, “What are the secrets to a collaborative customer service?” His answers (1,2) and one from us (3) that we recommend for your dental practice: Supervisors should set…

(Part 3) More Root Causes of Silence and Lack of Empathy in the Dental Office

I am following up on last week’s article, “One Root Cause of the Silence and Lack of Empathy Too Often Seen in Dental Practices (Part 2)” (September 23rd) and plan to share with you, the dental practice leader, the last two of the three main root causes of the silence and lack of empathy that can negatively impact dental practices. In doing this, I will continue to draw on my 27 years of experience working with High Reliability Organizations (HROs) and on the results…

One Root Cause of the Silence and Lack of Empathy Too Often Seen in Dental Practices (Part 2)

Silence and lack of empathy are killing your dental practice

Today I am following up on last week’s blog and plan to share with you the first of three main root causes of the silence and lack of empathy (Merriam-Webster defines empathy “as the action of understanding, being aware of, being sensitive to and vicariously experiencing the feelings, thoughts and experience of another”) that can plague dental practice. This will involve my asking questions that can help you determine whether you have issues that bear looking into further. In doing…

Aligning the Dental Practice Employee With the Customer Experience

teamwork with identify

By: Trude Henderson   We urge you take a look at Siobhan Doran’s blog post entitled, “The Power’s in the People,” which appeared May 9th on the website of TQMI, a company specializing in employee experience consulting. Doran’s thesis is that organizations should to tear down the divide and strive to align the customer and employee experience. She says that this can result in greater employee satisfaction and retention, as well as improved customer service.   Our takeaways from Doran’s…

Organizational Culture and its Relationship to the Patient Experience

By: Trude Henderson   John McLaughlin defines the phrase organizational culture thus: A system of shared assumptions, values, and beliefs that govern how people behave and make sense of their environment.  These shared values have a strong influence on the people in an organization, often dictating how they dress, act, and perform their jobs. Every organization develops and maintains a unique culture, which provides guidelines and boundaries for the behavior of the members of the organization.  The dental office environment…

Steven Klinghoffer’s “The Millennial Effect” Addresses a Major Challenge to Dental Practitioners

An article in last May’s issue of Dental Magazine, “The Millennial Effect,” by Steven Klinghoffer, poses the difficulties pediatric dental practitioners face in winning and retaining millennials, the racially diverse generation comprising those who reached the age of 18 to 34 in 2015. The key points: First, Klinghoffer points out that millennials have high expectations.  With access to a surfeit of information, they tend to be well-aware of a wide range of options and to be very selective about the practice…

CX Interview – Dr. Vadi Vojdani, Island Dental (Part 1 of 2)

(In the first of two installments: iDENTIfy is honored to feature Ben Motteram’s interview with Dr. Vadi Vojdani. Part 2 of 2 will be published tomorrow 6/7) Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry. Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more to her…