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Understanding what "customer experience" or "patient experience" truly means might be the most powerful competitive advantage you're overlooking. Despite being a buzzword in businesses worldwide, when asked to define it, most leaders draw a complete blank. This fundamental disconnect prevents organizations from delivering the transformative experiences that turn ordinary customers into passionate advocates.

Customer experience isn't just having friendly staff—that's merely one ingredient in a complex recipe. The true psychological definition is "the totality of cognitive, effective, sensory and behavioral responses of a customer during all stages of the consumption process." This encompasses every single touchpoint before and after purchase. While hospitality skills and customer service are components, neither captures the comprehensive journey that shapes how people perceive your brand.

The most successful businesses—from five-star hotels to Michelin restaurants—understand this distinction. They don't obsess over financial metrics; they obsess over creating exceptional moments at every interaction point. This mindset shift produces remarkable results: when you focus on crafting extraordinary experiences, sales and referrals naturally follow. The organizations fixated on experiences consistently outperform those fixated on numbers.

This same principle applies equally to employee experience. Your team members experience a journey with touchpoints before and after being hired, each one shaping their engagement and performance. The culture you create directly impacts how well they'll deliver exceptional customer experiences when nobody's watching. True leadership means mapping these journeys, identifying every interaction, and finding ways to make each one uniquely valuable.

Ready to transform your approach? Map every customer touchpoint, evaluate how each compares to competitors, and remember that regardless of your industry—you're in the people business first. Join us at our upcoming Nashville event to develop the skills needed to implement this experience-focused mindset across your organization.

Welcome to the Brian Wright Show, a podcast downloaded in 127 countries. This podcast, formerly known as the New Patient Group Podcast, is dedicated to entrepreneurs, their team members and their families but for anyone wanting to transform their life, career and/or business in the new economy.

The Brian Wright Show Podcast is hosted by globally renown motivational speaker, business consultant and life coach, Brian Wright. He is a trusted consultant and speaker for some of the biggest name entrepreneurs and corporations in the world, including AlignTechnology, the makers of Invisalign. He has been featured in Forbes, CNBC and The National Journal. He is currently the Founder & CEO of New Patient Group and also WrightChat. He is married and has two children.

New Patient Group - The Employee & Patient Experience Co.

A company designed to help orthodontists, dentists and other types of Doctors create a practice that dominates the new economy. Learn Advanced and Cutting Edg

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The Brian Wright Show is dedicated to entrepreneurs, their employees and family members but for anyone that wants to transform their life, career and/or business. Welcome to the dawn of a new era! After eight successful seasons as the New Patient Group podcast, we're evolving into The Brian Wright Show—same trusted expertise, broader mission. This isn't just a name change; it's an expansion of our commitment to helping you thrive in today's dynamic, new economy marketplace.

Today's Episode

Leadership requires decisive action, not permission slips. In this revealing episode, I pull back the curtain on one of the most damaging leadership approaches plaguing businesses today: consensus leadership. Through a powerful real-world story about an orthodontist who sabotaged her own success by seeking employee approval, we explore why letting your team make critical business decisions is fundamentally flawed.

Have you ever found yourself waiting for your team's blessing before implementing changes you know your business desperately needs? You're not alone. Many entrepreneurs and business owners fall into this trap, consulting with employees who lack both innovation mindsets and the perspective needed to make strategic decisions. I share why this approach isn't just problematic—it's completely backward.

The episode highlights a crucial distinction that transformative leaders understand: there's a world of difference between inspiring your team with the "why" behind changes and asking their permission to implement them. True leadership means having the courage to say, "This is the direction we're going" rather than asking, "Is this direction okay with everyone?" The most successful visionaries throughout history didn't achieve greatness through committee votes.

Whether you're running a dental practice, restaurant, retail store, or any other business, this episode offers actionable insights on how to balance team input with decisive leadership. You'll learn how to create a culture of innovation where getting your team's buy-in enhances execution but never determines direction. The path to growth begins when you stop asking for permission to lead.

Ready to transform your leadership approach? Subscribe to the podcast and join us at our upcoming Iconic Event in Nashville this October, where we'll dive deeper into the strategies that separate transformative leaders from tentative managers.

Send us a text

Click here to Schedule a Free Consultation

Click here to Subscribe to The Brian Wright Show Podcast

Click here to Subscribe to The Brian Wright Show YouTube Station

Click here to Follow The Brian Wright Show on Instagram

The Brian Wright Show is dedicated to entrepreneurs, their team and family members and for anyone that wants to transform their life, career and/or business. Welcome to the dawn of a new era! After eight successful seasons as the New Patient Group podcast, we're evolving into The Brian Wright Show—same trusted expertise, broader mission. This isn't just a name change; it's an expansion of our commitment to helping you thrive in today's dynamic marketplace.

What if you approached each business day with the same urgent focus you feel when a one-star review appears? This transformative mindset shift could revolutionize your business's online reputation and eliminate the anxiety that comes with negative feedback.

Most business owners operate in reactive mode - they're completely engaged with daily clinical or operational tasks until something goes wrong. When that dreaded one-star review appears, suddenly there's panic, emergency meetings, and a desperate scramble to offset the damage. But this reactive approach misses the fundamental opportunity to build a proactive review strategy from day one.

The modern consumer researches more thoroughly than ever before, often contacting five or more businesses before making decisions. In this landscape, your review profile serves as your digital storefront, with authenticity being the key differentiator. Rather than obsessing over a perfect 5.0 score (which consumers increasingly view with skepticism), the goal should be a substantial collection of genuine reviews averaging around 4.8-4.9 - a range that communicates excellence while maintaining credibility.

Implementing this proactive approach requires structural commitment: weekly strategy sessions focusing specifically on review generation, incorporating review objectives into morning team meetings, training staff to recognize satisfaction cues, and creating effective asking techniques. The real power comes from consistency - collecting one positive review daily creates a powerful buffer against the occasional negative experience that every business inevitably encounters.

For employees, becoming a champion of the review-gathering process adds tremendous value both personally and professionally. In a job market where finding dedicated, growth-oriented talent remains challenging, being the team member who consistently contributes to building the business's online reputation can significantly enhance your career trajectory and earning potential.

Ready to transform your approach? Stop waiting for crises to care about your reputation. Build the systems, train your team, and create the consistency that turns review management from a source of anxiety into a cornerstone of your business strategy.