This is Part I of a 2 part interview with the author of, “The Ten Principles Behind Great Customer Experiences”, Matt Watkinson. Matt is not a Healthcare insider nor a healthcare guy. That in part is the beauty of his book. His 10 Principles are not only applicable to the everyday business of Healthcare, they are also applicable to the provider sitting across from their patient. You will hear words like Super Objectives, Expectations and yes….. Empathy! So, enjoy part 1..
About Matt from http://www.matt-watkinson.com/about/
Matt is an internationally renowned author, speaker and consultant on customer experience, winning the CMI’s Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences.
He has been cited and interviewed by the world’s leading research firms, and invited to address industry leaders worldwide.
In his early twenties, he enjoyed a brief but successful career as a photographer, an interest he still pursues. He is also a keen musician, playing the piano and the classical guitar.
Beyond creative pursuits, he is hopelessly addicted to surfing. If he says he was in a meeting when you called, chances are he was lying (in the ocean).
Matt lives in Los Angeles and London.