Improving consumer experiences in healthcare can encourage behavior change, making it easier for people to access care and adhere to treatment plans.

When patients have choices in healthcare, they become more concerned about retention, which can lead to better products and services.

Gathering qualitative feedback alongside NPS scores helps identify areas for improvement, particularly by addressing the concerns of detractors to enhance overall customer satisfaction.

The healthcare system's complexity means that fixing it won't happen overnight; it requires a combination of approaches, including full-stack solutions and innovative consumer experiences, and technologists excel in consumer engagement strategies like retention and gamification, which can be applied to healthcare to improve patient experiences.

The current healthcare reimbursement model incentivizes actions rather than holistic patient care, which can lead to better outcomes if addressed properly.

In government service, the focus should be on improving user interactions to regain trust in government, as two-thirds of trust is driven by these interactions.

Psychology offers a more effective avenue for improving how people feel than merely rational improvements. For instance, instead of making the Eurostar faster, we should focus on making the journey more enjoyable.

Therapeutic presence in a doctor-patient relationship can lead to better health outcomes, such as improved medication adherence and decreased health issues.

A story brand consultant advised the clinic owner to replace magazines and television in the waiting area with a health body checklist, encouraging patients to assess their health.