Flip the Switch

34: From Patient Experience to Fan Experience w/ Quint Studer

We’re joined today by the legendary Quint Studer. Quint is a philanthropist, an entrepreneur, and an expert in delivering quality experiences, for customers and employees. He’s the co-owner of the double-A baseball team, the Pensacola Blue Wahoos, and the founder of the healthcare consulting group, the Studer Group.

In Quint’s approach to patient experience and fan experience, it all starts with the employee experience. We’ll spend the episode discussing what you can do to better engage your employees so that they can better engage your customers. 

Time Stamps

0:20 – Intro
8:45 – 
Why does Quint live in Pensacola?
11:00 – 
Quint’s philosophy on driving great customer experience
17:45 – 
The most important people on your team to train
20:00 – 
Internal systems and processes that help drive CX
24:00 – 
Leadership is an inside job
27:00 – 
Leading metrics vs Lagging metrics
32:00 – 
Impact of retaining employees
36:30 – 
Strategies to engage your frontline employees
42:40 – 
Emotional bank accounts
44:30 –
 Re-purposing employees roles during the pandemic
47:20 – 
How the Blue Wahoo’s larger purpose drives real action

If you enjoy the episode and want to learn more from Quint, here are some great resources Quint has available

Books & Blog
Quint’s Leadership Blog
The Busy Leader’s Handbook
Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference
Results that Last
More books by Quint

Referenced in the Episode
HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems)
The Busy Leaders Handbook
The Kid is Hot Tonite by Loverboy
Baptist Healthcare
Pensacola Vibrant Community Blueprint
Mark Clement – hospital CEO
Press Ganey
E-Myth Revisited
SOG’s & SOP’s
“Rounding” 
Cleveland Clinic
Switch by Chip & Dan Heath
Net Promoter Score
Steven Covey

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