CXO, WOW, & WOM: A TOP-DOWN APPROACH TO PATIENT EXPERIENCE TIED TO THE BOTTOM LINE
Anthony Cirillo, President, Fast Forward Consulting
Tom Voccola, President, CEO2
In its simplest form, word of mouth is nothing more than offering incredible experiences (the WOW) that people talk about. This session makes the association between word of mouth and patient experiences. Research showing the tie between top-performing hospitals and employees who are engaged in the mission will be shared along with a transformational approach to patient experience management that helps hospitals reconnect their employees to the mission, vision, passion and personal reasons why they entered healthcare. How to tell your story and then spread it through five strategies that mainstream companies like Starbucks use to identify and deploy customer ambassadors/ crusaders will be shared.