Today's healthcare customers have an ever-increasing detailed grading scale regarding their healthcare processes (or those of their family members) and regardless of how clinically excellent the service received may be, it all comes down to the customer experience that ultimately drives the outcomes. As such, it is critical that we be able to deliver on the clinical service (this should be a given if we truly deliver what we say we deliver) AS WELL AS the customer service components of our relationships with our customers. Here are some thing to think about and discuss!