Show notes
In this insightful episode, Dr. Burleson is joined by Blake Morgan, customer experience futurist and bestselling author of More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences. Blake shares powerful lessons from her book and real-world examples from top companies like One Medical and Amazon.Blake emphasizes that great customer experiences start with a strong internal culture and happy, well-equipped employees. The conversation explores how companies can differentiate in a sea of sameness by being relentlessly customer-centric—from streamlined operations to hiring for attitude and integrity.Healthcare professionals, especially those in elective care, will find actionable advice on improving patient experience, embracing digital transformation, and building engaged teams that thrive.What You’ll Learn:Why customer experience starts with employee experience—and how culture drives profitabilityHow One Medical disrupts traditional healthcare through intentional design and empathyWhat Amazon gets right by being obsessively focused on the customerWhy logistics, technology, and internal efficiencies are the “invisible levers” of great serviceHow small business owners can lead by example and build service-oriented teamsHiring tips for identifying the “servant leaders” who elevate customer careHow to adapt to change and embrace disruption (with help from a surprising fish metaphor!) Resources & Mentions:More is More by Blake MorganThe Customer of the Future (Blake’s upcoming book)The Employee Experience Advantage by Jacob MorganOne Medical, Amazon, and Ritz-Carlton customer experience examplesGallup research on employee engagementThe “CX Imperative” and the Mexican tetra fish—yes, really!Connect with Blake:🌐 Website: blakemichellemorgan.com📧 Email: [email protected]🎧 Podcast: The Modern Customer PodcastDustin’s Takeaway:If you want to stand out, you don’t need to be radically different—just a little better in the ways that matter most. Culture isn’t just fluff; it’s your competitive edge. Pay attention to every detail in your patient journey, and your practice will thrive.***The Burleson Box is brought to you by Stax Payments:Save Big on Transaction Fees: Boost Your Bottom Line with Stax Payments.Did you know that your practice can start saving thousands of dollars on your monthly processing costs with our preferred payments partner, Stax? Simplify your practice operations and provide a quality patient experience. Healthcare practices like yours need a way to accept payments simply and securely. That's where Stax comes in.Stax helps you manage your entire payments experience from within one platform. You can safely accept touch-free payments in-person, online, or over the phone, securely store and manage patient information with layered security and Level 1 PCI compliance.
Take advantage of a simpler, more transparent way to process your payments with competitive flat-rate pricing, provided exclusively through Stax. No additional fees or contracts required!Power your practice and get paid faster with simple, safe and secure payment solutions. Have questions? Schedule time to speak with a dedicated payment consultant to learn more.Click Below to Lear More Today:StaxPayments.com/burleson-seminars*** Go Premium: Members get early access, ad-free episodes, hand-edited transcripts, exclusive study guides, special edition books each quarter, powerpoint and keynote presentations and two tickets to Dustin Burleson's Annual Leadership Retreat.http://www.theburlesonbox.com/sign-up Stay Up to Date: Sign up for The Burleson Report, our weekly newsletter that is delivered each Sunday with timeless insight for life and private practice. Sign up here:http://www.theburlesonreport.com Follow Dustin Burleson, DDS, MBA at:http://www.burlesonseminars.com Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.