EP232: Why the Right KPIs Are Vital to Improve Patient/Customer Experience, With Jon Skinner From The Verde Group
Episode Description
Why the Right KPIs Are Vital to Improving Patient/Customer Experience, With Jon Skinner (EP232)
Your KPIs Should Be Your North Star for Customer Experience. Episode 232.
Happy customers are a prerequisite for business success in health care just as much as anywhere else — even when the customer is also called a patient. In this episode, Stacey Richter talks with Jon Skinner, executive vice president at The Verde Group, about why so many health care organizations haven't connected the abstract idea of satisfying customer needs to a concrete, KPI-driven strategy.
WHAT YOU'LL LEARN
✅ Why provider organizations like Cleveland Clinic walk the walk on patient/customer experience while other segments of health care lag behind
✅ Why KPIs derived directly from what customers actually need and expect should function as an organization's "North Star"
✅ How well-designed KPIs reveal whether an organization is really delivering on the customer expectations that lead to its vision of success
✅ Why focusing on long-run customer experience delivers superior market returns alongside better patient outcomes and satisfaction
WHY THIS MATTERS
It's easy to say an organization cares about customer experience; it's much harder to build KPIs that actually measure whether that's true. Jon Skinner's point is that without the right KPIs, good intentions about patient experience never translate into a strategic approach that can be tracked, managed, and improved.
=== LINKS ===
🔗 Show Notes with all mentioned links: Episode Page
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