In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.
Customer-centric, market-driven solutions for fixing America’s broken healthcare system—from one of the industry’s most innovative thought leaders. Healthcare accounts for nearly a fifth of the U.S. economy. Everyone agrees that the current system is broken and in desperate need of repair. It should cost less, tackle chronic disease, and promote health. It requires a massive shift in resources from acute services to better care management, behavioral health, and primary care services. The question isn’t what to do. It’s how to do it. The revolution starts by meeting and supporting consumers’ real health needs. It’s time for American healthcare to serve the people. This is The Customer Revolution in Healthcare. Written by leading healthcare strategist and commentator David W. Johnson, this groundbreaking book is more than a wake-up call. It’s a point-by-point action plan to: • Blow up the “Healthcare Industrial Complex” • Liberate data and empower consumers with technology • Promote agile, innovative, and customer-centric “platform” companies • Reduce costs, improve service, and generate superior outcomes • Deliver personalized care with precisions and compassion • Explain and address America’s self-created opioid crisis • Provide affordable and accessible health insurance for all • Turbocharge the U.S. economy • Foster healthier communities Revolutionary healthcare empowers patients and providers alike. Competitive healthcare companies reconfigure inefficient business models to deliver appropriate, accessible, holistic, and reliable care at lower costs. Caregivers engage patients with insight and compassion informed by real-time data and analytics. Payers reward health companies that deliver great outcomes and great service at competitive prices while keeping members as healthy as possible. Investors fund innovative companies whose products and services delight customers. And consumers receive compassionate, affordable, convenient healthcare that meets their needs. Most important, The Customer Revolution in Healthcare provides a robust framework for aligning economic incentives with patient needs to deliver better outcomes at lower costs with superior customer service. The future of healthcare belongs to innovative customer-centric health companies that deliver kinder, smarter, more affordable care—to all.
The Mayo Clinic physician and founder of The Patient Revolution offers a “thoroughly convincing. . . call to action for medical industry reform” (Kirkus). Winner of the 2018 PenCraft Award for Literary Excellence, Why We Revolt exposes the corruption and negligence that are endemic in America’s healthcare system—and offers a blueprint for revolutionizing patient care across the country. Through a series of essays and first-hand accounts, Dr. Victor M. Montori demonstrates how the system has been increasingly exploited and industrialized, putting profit before patients. As costs soar, the United States continues to fall behind other countries on patient outcomes. Offering concrete, direct actions we can take to bring positive change to the healthcare system, Why We Revolt is an inspiring call-to-action for physicians, policymakers, and patients alike. Dr. Montori shows how we can work together to create a system that offers tailored healthcare in a kind and careful way. All proceeds from Why We Revolt go directly to Patient Revolution, a non-profit organization founded by Dr. Montori that empowers patients, caregivers, community advocates, and clinicians to rebuild our healthcare system.
What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.
What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
How the Cuban health care system became the blueprint for accessible medical care around the world Quiet as it’s kept inside the United States, the Cuban revolution has achieved some phenomenal goals, reclaiming Cuba’s agriculture, advancing its literacy rate to nearly 100 percent – and remaking its medical system. Cuba has transformed its health care to the extent that this “third-world” country has been able to maintain a first-world medical system, whose health indicators surpass those of the United States at a fraction of the cost. Don Fitz combines his deep knowledge of Cuban history with his decades of on-the-ground experience in Cuba to bring us the story of how Cuba’s health care system evolved and how Cuba is tackling the daunting challenges to its revolution in this century. Fitz weaves together complex themes in Cuban history, moving the reader from one fascinating story to another. He describes how Cuba was able to create a unified system of clinics, and evolved the family doctor-nurse teams that became a model for poor countries throughout the world. How, in the 1980s and ‘90s, Cuba survived the encroachment of AIDS and increasing suffering that came with the collapse of the Soviet Union, and then went on to establish the Latin American School of Medicine, which still brings thousands of international students to the island. Deeply researched, recounted with compassion, Cuban Health Care tells a story you won’t find anywhere else, of how, in terms of caring for everyday people, Cuba’s revolution continues.
The NHS is in crisis - it's in record demand, and care services are at breaking point - but what if the solution to rescuing the NHS is in the hands of the patients themselves? In this refreshingly positive and remarkable book, David Gilbert shares the powerful real-life stories of 'patient leaders' - ordinary people affected by life-changing illnesses, disabilities, or conditions, who have all gone back into the fray to help change the healthcare system in necessary and inspiring ways. Charting their diverse journeys - from managing to live with their condition, and their motivation to change the status quo, right through to their successes in improving approaches to health and social care - these moving and courageous stories aim to motivate others to take back control and showcase the pivotal importance of patients as genuine decision-making leaders. Filled with hard-won wisdom and everyday heroism, The Patient Revolution challenges current discourse and sets out an empowering vision of how patient leaders can change the future of healthcare.
Explains how employers can take control of the increasing burden of health care costs, using the approach taken by Serigraph, a company that focused on consumer responsibility, primary care, and centers of value, as a model for improving health care while lowering the cost.
