Try free for 30 days
-
Service Fanatics
- How to Build Superior Patient Experience the Cleveland Clinic Way
- Narrated by: Tim Lundeen
- Length: 10 hrs and 21 mins
Failed to add items
Add to basket failed.
Add to Wish List failed.
Remove from Wish List failed.
Follow podcast failed
Unfollow podcast failed
Buy Now for $26.99
No valid payment method on file.
We are sorry. We are not allowed to sell this product with the selected payment method
Listeners also picked
-
HBR's 10 Must Reads on Leadership (With Featured Article "What Makes an Effective Executive," by Peter F. Drucker)
- HBR's 10 Must Reads Series
- By: Harvard Business Review, Peter F. Drucker, Daniel Goleman, and others
- Narrated by: Dan Triandiflou
- Length: 6 hrs and 19 mins
- Unabridged
-
Overall
-
Performance
-
Story
We've combed through hundreds of Harvard Business Review articles on leadership and selected the most important ones to help you maximize your own and your organization's performance. HBR's 10 Must Reads On Leadership will inspire you to: motivate others to excel, build your team's self-confidence in others, provoke positive change, set direction, encourage smart risk-taking, manage with tough empathy, credit others for your success, increase self-awareness, and draw strength from adversity.
-
Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference
- By: Quint Studer
- Narrated by: Kevin Young
- Length: 7 hrs and 31 mins
- Unabridged
-
Overall
-
Performance
-
Story
A 'textbook with passion', Hardwiring Excellence offers a road map and practical how-to guide for creating and sustaining a culture of service and operational excellence. In this book, author Quint Studer, founder of Studer Group, draws on his personal experience as a former hospital executive who led two organizations to the top 1% in patient satisfaction and his experience coaching hundreds of healthcare organizations since.
-
-
Engaging audio.
- By Anonymous User on 26-04-2017
-
Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference
- By: Stephen Trzeciak, Anthony Mazzarelli
- Narrated by: TC Scornavacchi
- Length: 9 hrs and 53 mins
- Unabridged
-
Overall
-
Performance
-
Story
In Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference, physician scientists Stephen Trzeciak and Anthony Mazzarelli uncover the eye-opening data that compassion could be a wonder drug for the 21st century. Now, for the first time ever, a rigorous review of the science - coupled with captivating stories from the front lines of medicine - demonstrates that human connection in health care matters in astonishing ways. Never before has all the evidence been synthesized together in one place.
-
-
Want to enjoy but narration is terrible
- By John on 10-02-2022
-
Healthcare's Path Forward
- How Ongoing Crises Are Creating New Standards for Excellence
- By: Thomas H. Lee
- Narrated by: Kaipo Schwab
- Length: 7 hrs and 3 mins
- Unabridged
-
Overall
-
Performance
-
Story
From the author of The Epidemic of Empathy in Healthcare and The Good Doctor comes a book that explores how the persistent pandemic has revealed what excellence in healthcare truly means and presents an action plan to achieve it.
-
Humbitious
- The Power of Low-Ego, High-Drive Leadership
- By: Amer Kaissi
- Narrated by: Frank Meaden
- Length: 7 hrs and 27 mins
- Unabridged
-
Overall
-
Performance
-
Story
Conventional thinking would have us believe that it’s those filled with hubris and free of self-doubt that make the best leaders. The evidence, however, tells quite a different story. In Humbitious, Amer Kaissi shatters the common myths about leadership being an ego-driven game. Drawing on extensive research, personal stories, and fascinating historical examples of leadership done right (and wrong), Kaissi reveals why the most effective, high-performing leaders aren’t those with the biggest egos, but who possess humility, coupled with ambition and drive.
-
The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- By: Jeff Toister
- Narrated by: Roger Wayne
- Length: 5 hrs and 41 mins
- Unabridged
-
Overall
-
Performance
-
Story
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
-
HBR's 10 Must Reads on Leadership (With Featured Article "What Makes an Effective Executive," by Peter F. Drucker)
- HBR's 10 Must Reads Series
- By: Harvard Business Review, Peter F. Drucker, Daniel Goleman, and others
- Narrated by: Dan Triandiflou
- Length: 6 hrs and 19 mins
- Unabridged
-
Overall
-
Performance
-
Story
We've combed through hundreds of Harvard Business Review articles on leadership and selected the most important ones to help you maximize your own and your organization's performance. HBR's 10 Must Reads On Leadership will inspire you to: motivate others to excel, build your team's self-confidence in others, provoke positive change, set direction, encourage smart risk-taking, manage with tough empathy, credit others for your success, increase self-awareness, and draw strength from adversity.
-
Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference
- By: Quint Studer
- Narrated by: Kevin Young
- Length: 7 hrs and 31 mins
- Unabridged
-
Overall
-
Performance
-
Story
A 'textbook with passion', Hardwiring Excellence offers a road map and practical how-to guide for creating and sustaining a culture of service and operational excellence. In this book, author Quint Studer, founder of Studer Group, draws on his personal experience as a former hospital executive who led two organizations to the top 1% in patient satisfaction and his experience coaching hundreds of healthcare organizations since.
-
-
Engaging audio.
- By Anonymous User on 26-04-2017
-
Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference
- By: Stephen Trzeciak, Anthony Mazzarelli
- Narrated by: TC Scornavacchi
- Length: 9 hrs and 53 mins
- Unabridged
-
Overall
-
Performance
-
Story
In Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference, physician scientists Stephen Trzeciak and Anthony Mazzarelli uncover the eye-opening data that compassion could be a wonder drug for the 21st century. Now, for the first time ever, a rigorous review of the science - coupled with captivating stories from the front lines of medicine - demonstrates that human connection in health care matters in astonishing ways. Never before has all the evidence been synthesized together in one place.
-
-
Want to enjoy but narration is terrible
- By John on 10-02-2022
-
Healthcare's Path Forward
- How Ongoing Crises Are Creating New Standards for Excellence
- By: Thomas H. Lee
- Narrated by: Kaipo Schwab
- Length: 7 hrs and 3 mins
- Unabridged
-
Overall
-
Performance
-
Story
From the author of The Epidemic of Empathy in Healthcare and The Good Doctor comes a book that explores how the persistent pandemic has revealed what excellence in healthcare truly means and presents an action plan to achieve it.
-
Humbitious
- The Power of Low-Ego, High-Drive Leadership
- By: Amer Kaissi
- Narrated by: Frank Meaden
- Length: 7 hrs and 27 mins
- Unabridged
-
Overall
-
Performance
-
Story
Conventional thinking would have us believe that it’s those filled with hubris and free of self-doubt that make the best leaders. The evidence, however, tells quite a different story. In Humbitious, Amer Kaissi shatters the common myths about leadership being an ego-driven game. Drawing on extensive research, personal stories, and fascinating historical examples of leadership done right (and wrong), Kaissi reveals why the most effective, high-performing leaders aren’t those with the biggest egos, but who possess humility, coupled with ambition and drive.
-
The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- By: Jeff Toister
- Narrated by: Roger Wayne
- Length: 5 hrs and 41 mins
- Unabridged
-
Overall
-
Performance
-
Story
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
Publisher's Summary
The proven model for driving positive organizational change
Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was a time when this revered organization ranked among the lowest in the country in this area. Within 10 years, however, it had climbed to among the highest and has emerged as the thought leader in the space.
How did Cleveland Clinic turn itself around so effectively and so quickly?
More important, how can you do the same with your organization?
In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations - methods that seamlessly translate to any business seeking to improve its customer experience. This strategic guide covers:
- How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it
- Critical lessons learned regarding organization, recruitment, training, and measuring service excellence
- Ways in which the Clinic aligned its entire workforce around its Patients First strategy
- How leaders improved the critical element of physician communication
Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers - who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.
Featuring customer-service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.
Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.