Outpatient Surgery Magazine

OR Excellence Session Previews - June 2015

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

Issue link: http://magazine.outpatientsurgery.net/i/519657

Contents of this Issue

Navigation

Page 40 of 74

J U N E 2 0 1 5 O U T P A T I E N TS U R G E R Y. N E T 4 1 S urgeons view their interactions with your facility in deeply personal ways — they dis- like your anesthesia team, love your nurses and think your schedulers are out to get them. What's actually going on in their brains when they make these judgments? "We see companies and brands the same way we automatically perceive, judge and behave toward one another," says cus- tomer loyalty expert Chris Malone, author of the award-winning book, "The HUMAN BRAND: How We Relate to People, Products & Companies." "To achieve sustained success, you must forge genuine relationships with your customers." In "Building Your Surgical Facility Into a Trusted Brand for Surgeons and Patients," Mr. Malone will discuss how the traditional rules of business are fundamen- tally at odds with the natural triggers of human trust, and how genuine and lasting relationships with cus- tomers are more critical than ever before for sus- tained business success. Here's some of what you'll hear. • Warmth and competence. Whether we realize it or not, Building Your Surgical Facility Into a Trusted Brand A customer loyalty expert tells you how to make surgeons and patients fall in love with your facility. Speaker Profile • Managing partner of Fidelum Partners, a research-based consult- ing and professional services firm focused on customer insights, loy- alty and growth strategies. • Co-author of the award-winning book: "The HUMAN Brand: How We Relate to People, Products & Companies" (thehumanbrand.com). • Has more than 20 years of sales, marketing, consulting and organi- zational leadership experience. Chris Malone

Articles in this issue

Links on this page

Archives of this issue

view archives of Outpatient Surgery Magazine - OR Excellence Session Previews - June 2015