MGMA Insights: Shep Hyken on Enhancing the Patient Experience in Healthcare

MGMA Podcasts

Welcome to the MGMA Insights podcast. In today's episode, we have the pleasure of speaking with Shep Hyken, a renowned customer service and experience expert. Shep is the Chief Amazement Officer at Shepard Presentations and has been inducted into the National Speakers Association's Hall of Fame for his lifetime achievements in professional speaking. With over 30 years of experience, Shep has worked with some of the world's best brands to build a culture centered around the customer. Today, we'll explore key findings from his latest ACA Study on customer service and discuss how healthcare providers can enhance their patient experience.

Summary and Resources

In this episode, Shep shares valuable insights on the current state of customer service and experience, emphasizing the importance of delivering exceptional service in today's competitive landscape. Key topics discussed include:

1. Customer Experience Trends: Highlighting how customer expectations have never been higher, Shep discusses the need for businesses to compare their service with competitors as well as every industry.
2. Key Findings from the ACA Study: One notable statistic from Shep's study reveals that 79% of customers would switch to a competitor for a better customer experience. This underscores the need for businesses, including healthcare providers, to prioritize customer satisfaction.
3. Strategies for Healthcare: Shep provides actionable strategies for medical practices to enhance patient experience, focusing on convenience and personalization.
4. Building a Supportive Culture: Emphasizing the importance of a strong support network, Shep discusses how healthcare leaders can foster a collaborative and supportive environment among their staff.
5. Future of Customer Experience: Looking ahead, Shep shares trends that will shape the future of customer service, particularly in the healthcare sector.

For more information and resources, visit Shep Hyken's website at https://hyken.com/.

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