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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