Medical outcomes matter, but they're not the only factor in patient satisfaction. A provider's ability to communicate and express empathy are also critical to the customer experience in healthcare.  Host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Rob and Maurice discuss the unique customer experience challenges that healthcare providers and organizations face, and how the Net Promoter System can help.