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