Wonderful customer experience – Fallon Clinic


My previous post was about how product managers should think more about customer experiences. I had mentioned about how I have had the most memorable product experiences when I bought my iPod and my iMac. Here is another one that is service related that has truly been enjoyable. For the last one year, we have been seeing doctors who are associated with Fallon Clinic. I am truly impressed by their service because of the attention they have paid to details. Everytime, I show up for my appointment, they print a page of labels with all the pertinent information – my name, my phone number, my address etc. on these labels. The doctor then uses the labels on all the forms, prescriptions that he writes. Not a big deal you think until you show up at the pharmacy or at the labs. I no longer have to repeat all this information over and over. I use the pharmacy drive thru, hand off the prescription and off I go – nothing else said – the label has all the information the pharmacy needs.

This is a classic example of walking thru the entire customer experience and then designing a solution. Fallon Clinic did not have to do this, they could have easily dropped this feature and put the onus on me – after all by showing up for the appointment, the clinic get its money. Instead, they chose to make my life easier – net result they have won a long term customer who is now spreading the word.

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