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.

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 &lsquo;care&rsquo; factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience.
&nbsp;
Resources mentioned:&nbsp;
<ul>
<li><a href="https://www.amazon.com/This-Marketing-Cant-Until-Learn/dp/0525540830">This Is Marketing</a> (book), by Seth Godin</li>
<li><a href="https://www.amazon.com.au/Purple-Cow-Transform-Business-Remarkable-ebook/dp/B002RI9S9M">Purple Cow</a> (book), by Seth Godin</li>
<li><a href="https://www.amazon.com.au/Experience-Economy-Updated-Joseph-Pine-ebook/dp/B0054KCGCG">The Experience Economy</a> (book), by Joseph Pine &amp; James H. Gilmore</li>
<li><a href="https://joeycoleman.com/book/">Never Lose A Customer Again</a> (book), by Joey Coleman&lrm;</li>
<li><a href="https://www.linkedin.com/in/michaelmomsen/">Michael Momsen</a> (LinkedIn)</li>
<li><a href="https://www.linkedin.com/in/adamjaffrey/">Adam Jaffrey</a> (LinkedIn)</li>
</ul>
&nbsp;
Key takeaways (starts at 41:02):
<ol>
<li>Customers will pay more for a &lsquo;care&rsquo; factor.&nbsp;</li>
<li>All service businesses are a customer success business, but to get there you need a plan.</li>
<li>Cultural and process change requires a long-term mindset.</li>
<li>Be open to bringing in mentors or coaches to help you along the way.</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

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