20/20 Money Episode # 157 – Completely Rethinking the Patient Experience with Dennis Moseley Williams

Welcome to a “Rewind” episode on 20/20 Money! I wanted to bring this episode back because I believe there’s a lot of “evergreen” material in this conversation that’s worth revisiting for practice owners. My guest on this episode (released in late 2020) is Dennis Moseley Williams. Dennis is one of a few certified experience economy experts and his sincere passion and mission is to help business owners understand the importance of the customer experience and why it’s increasingly influencing where consumers spend their dollars.

In this far-reaching conversations, Dennis explains why it’s so important to understand the difference between service and experience, the 5 stages of the customer experience, 4 questions you should ask to “move the experience dial” in your practice, what you can learn from Apple and Starbucks in your practice, and many other nuggets of information and perspective that I truly hope get you thinking about how up-leveling the patient experience in your practice cannot be ignored if you want to experience long-term growth and differentiate yourself from other practices and especially online competition. We reference a number of resources in today’s episode, so be sure to check out the show notes or visit the episode page on www.integratedpwm.com/learningcenter.

As a reminder, you can get all the information discussed in today’s conversation by visiting our website at integratedpwm.com and clicking on the Learning Center. While there, you can also set up a 20-30min Triage conversation to learn a little bit more about how we help ODs around the country utilize their practice to grow their net worth, manage cash flow, and make proactive money decisions or check out any number of additional free resources like our eBooks and other blog posts.

And with that introduction, I hope you enjoy my conversation with Dennis Mosley Williams.

20/20 Money Epsd 11: Inside the Mindset and Methods of a Multi-Million dollar, single-OD practice with Dr. Jeremy Ciano


The Experience Economy

The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

Dennis Mosley-Williams Strategic Consulting

Serious Shift Blogcast

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