Catering to Consumers

Grow the Core

As I mentioned in a previous post a couple of weeks ago, I recently spent an invaluable day at the corporate headquarters of American Express in New York along with key members of my marketing team. As we discussed the …

One Customer at a Time

As I explained in my last blog post, my team and I recently spent an amazing day listening and learning at American Express headquarters in New York. With the health care landscape dramatically changing, consumers taking a much more active …

Give the People What They Want

People in my industry are always striving to do a better job of putting patients first. Urgent care centers are probably the most successful example of customer service in action in medicine. The centers can’t replace ERs, which are equipped …

Untangling the Mess

A few weeks ago I received a call from a close friend asking for some help. As he is currently undergoing treatment for cancer (thankfully with an excellent prognosis), I assumed he wanted my advice on a medical decision.

I …

Apple of Health Care

Those who know me, know I am a fan of Apple—the company and their line of products. Like most people, I find their devices highly intuitive, user friendly, fun and engaging. I love that they offer a complete portfolio of …

Taking Charge

There is no denying that health care costs continue to skyrocket. One significant way to help reign in spending is for health care providers and payers to encourage, incentivize and provide patients with the opportunity to take a greater responsibility …