In this insightful episode, Dr. Burleson is joined by Blake Morgan, customer experience futurist and bestselling author of More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences. Blake shares powerful lessons from her book and real-world examples from top companies like One Medical and Amazon.

Blake emphasizes that great customer experiences start with a strong internal culture and happy, well-equipped employees. The conversation explores how companies can differentiate in a sea of sameness by being relentlessly customer-centric—from streamlined operations to hiring for attitude and integrity.

Healthcare professionals, especially those in elective care, will find actionable advice on improving patient experience, embracing digital transformation, and building engaged teams that thrive.

What You’ll Learn:

• Why customer experience starts with employee experience—and how culture drives profitability
• How One Medical disrupts traditional healthcare through intentional design and empathy
• What Amazon gets right by being obsessively focused on the customer
• Why logistics, technology, and internal efficiencies are the “invisible levers” of great service
• How small business owners can lead by example and build service-oriented teams
• Hiring tips for identifying the “servant leaders” who elevate customer care
• How to adapt to change and embrace disruption (with help from a surprising fish metaphor!)
   

Resources & Mentions:

• More is More by Blake Morgan
• The Customer of the Future (Blake’s upcoming book)
• The Employee Experience Advantage by Jacob Morgan
• One Medical, Amazon, and Ritz-Carlton customer experience examples
• Gallup research on employee engagement
• The “CX Imperative” and the Mexican tetra fish—yes, really!

Connect with Blake:

• 🌐 Website: blakemichellemorgan.com
• 📧 Email: [email protected]
• 🎧 Podcast: The Modern Customer Podcast

Dustin’s Takeaway:

If you want to stand out, you don’t need to be radically different—just a little better in the ways that matter most. Culture isn’t just fluff; it’s your competitive edge. Pay attention to every detail in your patient journey, and your practice will thrive.

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