A routine prescription refill should take two minutes. But when a healthcare provider botched their technology rollout, it turned into a two-day ordeal that cost them a long-term patient.

In this episode, I walk you through exactly what went wrong—and more importantly, the five simple steps that would have prevented the entire disaster. If you're a business leader planning any kind of technology change, this episode will show you how to avoid pushing your customers straight to your competitors.

This episode is for you if:

What You'll Learn

The Real Story Behind Technology Failures

The Five Elements Every Successful Rollout Needs

Why This Matters to Your Business

Key Takeaways

"Technology doesn't fail on its own. It fails when people, processes, and the organization aren't aligned around it."

"When technology disrupts and frustrates people, they don't blame the technology—they blame you."

"Poor technology, or good technology with poor rollout, pushes customers away. It costs you money, damages your reputation, and in competitive markets, those customers aren't coming back."

Action Items

Before your next technology rollout, ask yourself:

If you answered "not really" or "we'll figure it out" to any of these questions, you're setting yourself up for the exact disaster described in this episode.