They Had Deodorant Waiting: A Masterclass in Removing Customer Effort 3r conversation control method clear communication customer effort customer experience customer experience design customer service customer service training de-escalation friction healthcare customer experience myra golden patient experience reducing customer effort Jun 29, 2026

I left my mammogram appointment today the way I leave it every year, a little amazed at how easy they made it. Same clinic, same yearly visit, and every time the morning runs like it was designed by someone who thought about me before I arrived. Because it was. What looks like a smooth hour is act

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