Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience.   Resources mentioned:  This Is Marketing (book), by Seth Godin Purple Cow (book), by Seth Godin The Experience Economy (book), by Joseph Pine & James H. Gilmore Never Lose A Customer Again (book), by Joey Coleman‎ Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 41:02): Customers will pay more for a ‘care’ factor.  All service businesses are a customer success business, but to get there you need a plan. Cultural and process change requires a long-term mindset. Be open to bringing in mentors or coaches to help you along the way. See omnystudio.com/listener for privacy information.