A Better Customer Experience: A Doctor Turns Patient

Bridget Duffy, physician and former Chief Experience Officer at Cleveland Clinic, asserts that most employees in health care today forget the sacred nature of their work. How we feel about our work determines how we treat our customers and colleagues. In this interesting video clip, she reflects on her six-month journey through the health care system as a patient. She calls us to be courageous leaders, purposeful professionals, and a voice for those who have none—and reminds us that simple human kindnesses cost nothing, but can mean everything. Her insights, while couched in health care, have implications for anyone in the workforce today.