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The Journey To The Consumer: You Mean A Doctor (Provider) Is A Consumer?

By Shawn Nason / July 14, 2017 /

Well, hell yes, a DOCTOR is a consumer!  The Story… This week we started a 12-week journey with our partner in Philadelphia, Health Partners Plans. We are examining ways they can improve and cultivate stronger, better-connected provider relationships, specifically by changing how they and their subscribers perceive and value the provider relationship. We want to get…

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Innovation Is Not Work! Innovation Is A Lifestyle!

By Shawn Nason / February 8, 2017 /

What I Was Doing… This week, as I turned a year older I realized something. In the past year, I have grown ten years wiser! I asked myself why I felt this way. Was it because of something that took place in my personal life? Was it the result of something that happened to me professionally? Could…

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VIDEO BLOG: “Run Forrest Run!” – Running Ahead Of Your Bullies

By Shawn Nason / February 1, 2017 /

What I Was Doing… We all remember the scene in the movie, Forrest Gump, where Jenny and Forrest were walking down the dirt road and three bullies began throwing rocks at Forrest. At first, Forrest did not know what to do. Then Jenny looked at him and said, “Run Forrest Run!” When Forrest began to run, it was…

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Tap Into Your Talent: The Power of Empathy!

By Shawn Nason / December 1, 2016 /

Recently my team and I met with a healthcare organization to discuss transformative change around their consumer experience practices. Their CEO handpicked the attendees – and they represented all aspects of the company. Each one, in their own unique and specific way, held responsibility for consumer and employee experience. It was this CEO’s hope that…

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What A Toilet, A Car, and A Mouse Can Teach You!

By Shawn Nason / October 26, 2016 /

This past week while reading a few blogs by some of my favorite thought leaders, I came across a blog post by Alan Ayers, The Injustice of Bad Customer Service. In this post, Alan talks about how all of us have been “wronged” by bad consumer experiences. We all love to talk about them, post them…

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