Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience.

 

Resources mentioned: 

• This Is Marketing (book), by Seth Godin
• Purple Cow (book), by Seth Godin
• The Experience Economy (book), by Joseph Pine & James H. Gilmore
• Never Lose A Customer Again (book), by Joey Coleman‎
• Michael Momsen (LinkedIn)
• Adam Jaffrey (LinkedIn)

 

Key takeaways (starts at 41:02):

1. Customers will pay more for a ‘care’ factor. 
2. All service businesses are a customer success business, but to get there you need a plan.
3. Cultural and process change requires a long-term mindset.
4. Be open to bringing in mentors or coaches to help you along the way.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.