Service Fanatics
How to Build Superior Patient Experience the Cleveland Clinic Way
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Service Fanatics
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Narrated by:
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Tim Lundeen
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By:
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James Merlino
About this listen
The proven model for driving positive organizational change
Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was a time when this revered organization ranked among the lowest in the country in this area. Within 10 years, however, it had climbed to among the highest and has emerged as the thought leader in the space.
How did Cleveland Clinic turn itself around so effectively and so quickly?
More important, how can you do the same with your organization?
In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations - methods that seamlessly translate to any business seeking to improve its customer experience. This strategic guide covers:
- How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it
- Critical lessons learned regarding organization, recruitment, training, and measuring service excellence
- Ways in which the Clinic aligned its entire workforce around its Patients First strategy
- How leaders improved the critical element of physician communication
Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers - who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.
Featuring customer-service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.
Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.
©2015 James Merlino (P)2014 McGraw Hill-Ascent AudioListeners also enjoyed...
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Story4.5 out of 5 stars 71
From the best-selling authors who taught the world how to have Crucial Conversations comes the new edition of Influencer, a thought-provoking book that combines the remarkable insights of behavioral scientists and business leaders with the astonishing stories of high-powered influencers from all walks of life. You'll be taught each and every step of the influence process - including robust strategies for making change inevitable in your personal life, your business, and your world.
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5 out of 5 stars
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Very enlightening
- By Bryan Rael on 08-23-24
By: Joseph Grenny, and others
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The Outstanding Organization
- Generate Business Results by Eliminating Chaos and Building the Foundation for Everyday Excellence
- By: Karen Martin
- Narrated by: Karen Martin
- Length: 6 hrs and 5 mins
- Unabridged
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Overall4.5 out of 5 stars 30
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Performance4.5 out of 5 stars 28
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Story4.5 out of 5 stars 27
After two decades in the trenches of helping companies design and build better, more efficient operations, Karen Martin has pinpointed why performance improvement programs usually fail: Chaos, the sneaky but powerful force that frustrates customers, keeps business leaders awake at night, and saps company morale. In The Outstanding Organization, Karen offers a toolbox for combating chaos by creating the organizational conditions that will allow your improvement efforts to return greater gains.
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4 out of 5 stars
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Good breadth, shallow depth
- By aochoa19 on 02-09-21
By: Karen Martin
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Clarity First
- How Smart Leaders and Organizations Achieve Outstanding Performance
- By: Karen Martin
- Narrated by: Karen Martin
- Length: 8 hrs and 25 mins
- Unabridged
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Overall4.5 out of 5 stars 67
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Performance4 out of 5 stars 55
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Story4 out of 5 stars 54
Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.
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1 out of 5 stars
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Not for me - dislike narrator's voice +
- By sharing1 on 10-11-19
By: Karen Martin
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Extreme Teams
- Why Pixar, Netflix, AirBnB, and Other Cutting-Edge Companies Succeed Where Most Fail
- By: Robert Bruce Shaw
- Narrated by: James Foster
- Length: 7 hrs and 4 mins
- Unabridged
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Overall4.5 out of 5 stars 70
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Performance4.5 out of 5 stars 62
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Story4.5 out of 5 stars 62
Managers want great teams, but most build them around decades-old ideas and practices made popular by companies that have lost their edge. Extreme Teams looks at the new generation of teams driving growth in today's most innovative firms. They do this by doing things differently: hiring the right person instead of the best person; focusing on one priority while leaving room to explore new ideas; creating an environment where people are comfortable dealing with the uncomfortable.
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2 out of 5 stars
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Extreme Blah
- By Blair C on 05-03-18
What listeners say about Service Fanatics
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story1 out of 5 stars
- Amazon Customer
- 12-02-23
Wonderful Book!!
It’s refreshing that Cleveland Clinic is leading the way in providing superior customer service and customer experience during a very difficult time in a patient’s life. Any hospital can deliver on these concepts if they would try…..
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