Greg Gutkowski

How to assess and improve Patient Experience Quotient

The cost of collecting, storing, and analyzing data has decreased about 10,000 times over the last 20 years In addition, technology experts agree that this trend of lower technology prices will last at least another 20 years. Therefore, we can measure, record, analyze, and communicate at rapidly decreasing costs at a rate never experienced in human history. This leads to the two major benefits:1. Measuring phenomena that existed before but have never been measured.2. Measuring more frequently and precisely the manual processes that existed before. Measuring more, faster, and better may yield tremendous business benefits, but only if you know when the cost of measurement is less than the benefit of the measurement. This is, in essence, what this book is all about.

Every business of any size in any industry needs to pay attention and leverage digital tools, techniques, and best practices. The good news is that regardless of the size and type of business, best practices can be shared and serve as an inspiration and/or benchmark for another. For example, every business needs to look for customers and employees online. Not all the customers and not all the employees are going to be sourced online, but all of them will be heavily influenced by how you treat them digitally in the process of becoming and staying one. Thus, becoming familiar and comfortable with the feasibility of digital marketing, digital sales, digital customer experience, and digital talent management will enhance your executive skills and make them portable between jobs and industries. If you combine these skills with a lifetime of learning, you will join an elite corps of executives who can manage complex businesses and enjoy a rewarding career of winning rather than catching up.