Practice Advantage

Quick Hitter: Customer Journey Mapping with Dr. Manning

Episode Summary

On this quick hitter episode, Dr. Manning shares thoughts on customer journey mapping: a powerful tool to improve your patient experience and grow your business.

Episode Notes

Customer journey mapping is a powerful tool within customer experience that you can use to map out your own patient journey. Our very own Dr. Manning dives into using this practice building tool. 

Key Takeaways:

1. The individual you are taking of in your practice is a patient customer or patient consumer. They are both a patient, receiving health care they need and value, AND a customer, making decisions like a consumer, both coming to you and purchasing from you.
2. Start with a high level journey map. Take time to identify what are the individual steps the patient takes from the very beginning of their journey with you through your ongoing communication.
3. Once you've confirmed your high level journey map, dive deeper into what the individual experiences at each what.
   1. What actions do they take?
   2. How are they feeling? What are their emotions?
   3. What means of communication or technology are they using?
   4. What do you want them to feel during and after that step with your practice?
4. Engage your team throughout the entire journey mapping process!

We want to hear from you! Let Dr. Manning know about your own customer journey mapping experience and what insights you uncover!