I spend a lot of time working with clients to enhance their patient experience and I also spend a significant amount of time on planes traveling to client sites. (There is a connection here…) As a consumer of air travel I had a revelation this past weekend as I was booking tickets.
I recently choose not to fly on a airline that I had previously and frequently because – of their on-time performance and frustration with their website!
My customer experience with airlines begins long before my actual travel. I’ve seen more and more consumer complaints posted about on-time performance – also while this airline allowed me to log in to my miles account they don’t allow me to save my traveler and credit information – I have to repeat all the information every time I buy a ticket. Which I find frustrating.
I choose to fly another provider who had proven on-time performance and better traveler experience. I’d rather plan to have a 3 hour flight, and better experience; than plan for a 2 hour flight and be delayed by and hour or so.
Does this sound familiar? Compare this to your patient experience at your organization.
Your patients’ interaction with your brand begins before they see a provider. What are key touch points for patients – and how is your organization’s brand hurt or helped by those? How easy do you make it for your customers to do business with your organization? What does your patient experience say about your brand?
Spend a few minutes of reflection to consider – are your patients at risks to fly off with another provider?