May 17, 2017
Once a nurse, always a nurse, Lynn Skoczelas joins us from the Chief Customer Officer Exchange. She shares that the Chief Experience Officer title is new and that executives across the board should fully understand the value of experience vs. service. Service is being nice and following protocol. But to create a memorable experience is quite another thing. Lynn says that we are all continually creating memories and the question is- are they positive or are they negative? So the goal is to have the patient walk away from a serious healthcare experience with the most prominent memory being positive. Lynn says to make that happen- experience-thinking must be prevalent throughout the entire organization.