The Importance of Active Listening and Follow-Up in Patient Experience

What’s the first thing you think of when asked, “how well do you listen?” Many CX professionals might think of their listening systems: surveys, close-loop feedback, listening architectures. Some may say they interact with clients on a regular basis. But what about actively listening? Talking less and letting others express themselves, and then reassuring them that the conversation was worth it. Host Sara Walker welcomes Marisa Schwartz, senior regional medical director for St. Luke’s University Health Network, to discuss the importance of active listening. 

Find a transcript of this episode on the show notes page: https://cxleaderpodcast.com/talk-less-listen-more/

Learn more about St. Luke's University Health Network at https://www.slhn.org/

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Learn more about Walker at https://walkerinfo.com/