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Podcast: Relentless Health Value
Episode: EP232: Why the Right KPIs Are Vital to Improve Patient/Customer Experience, With Jon Skinner From The Verde Group
Description: It is pretty much inarguable that happy customers are a prerequisite for business success. And that's true in health care as much as it's true in every other industry—although in health care, sometimes the customer is also called a patient. Provider organizations like Cleveland Clinic are really walking the walk when it comes to creating amazing patient/customer experiences; so are other leading provider organizations. But in other segments of the health care industry, maybe they haven't quite connected the dots between the idea of satisfying customer needs in the abstract and then what that actually lo...