We are now living in an “Experience Economy” as described by authors Pine and Gilmore in their bestselling 1999 book "The Experience Economy: Work is Theatre & Every Business A Stage" (updated in 2011).
The book explains in detail how in the modern business landscape, customers expect their services to be accompanied by an “experience” – preferably one that is memorable and compelling. Intentionally designing positive and memorable experiences for patients is an effective way to differentiate your practice from others. It will also contribute to patient retention and help generate new patient referrals.
There are many ways to apply the lessons from this book; let me share with you some of the non-clinical things we do in our practice to enhance our patient's experience.
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