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):

1. Customers will pay more for a ‘care’ factor. 
2. All service businesses are a customer success business, but to get there you need a plan.
3. Cultural and process change requires a long-term mindset.
4. Be open to bringing in mentors or coaches to help you along the way.