SPEAKING FEE RANGE ** Please note that while this speaker’s specific speaking fee falls within the range posted above (for Continental U.S. based events), fees are subject to change. For current fee information or international event fees (which are generally 50-75% more than U.S based event fees), please contact us.
$5,000 to $10,000
BOOK JAKE POORE
SPEAKING FEE RANGE*
$5,000 to $10,000
Book Jake Poore
- Expert in healthcare customer service.
- President and Chief Experience Officer of Integrated Loyalty Systems, Inc.
- Improved customer experience at the Walt Disney Company for twenty years.
When it comes to creating an amazing customer experience, few people understand better than Jake Poore that the essential first step is generating a culture of high expectations and customer appreciation amongst employees. Poore has been educating businesses on exactly how to do this for decades. He worked for the Walt Disney Company for almost twenty years helping train employees to generate that amazing experience for customers, an experience that Disney is known for perfecting.
For the past 15 years, Poore has become dedicated to bringing this ideal customer experience to healthcare organizations. Poore has spent time at the ground level, shadowing doctors and speaking directly to patients about their experiences, at over 250 healthcare organizations, researching what patients want and need from their healthcare providers, and investigating just how those providers are falling short.
Poore's expertise and decades of experience culminated in the launch of Integrated Loyalty Systems, Inc. in 2001, where he is also the President and Chief Experience Officer. Poore's company works to transform customer service in healthcare, providing consulting for numerous healthcare organizations such as Kaiser Permanente, Vanguard Health System, Baystate Health, Cigna Medical Group, and many hospitals.
Poore serves as a faculty member for the American College of Healthcare Executives, focusing his teachings on management and patient experiences.
"He's a winner! If we had the opportunity to utilize his talents again, we'd be glad to do so."
JoAnn Shaw, Vice President and Chief Learning Officer, BJC Healthcare
"Jake is the only speaker we've had to earn a perfect 5.0 rating from all our members; and we've had over 60 presenters at 19 Leadership Development Institutes over the past 5 years."
David Crouch, Chief Learning Officer, Blue Ridge Healthcare
"Jake's knowledge of OUR [organization] is impressive! Really brings information home and relevant!"
Great Leader Strategies attendee
"There are storytellers who come in, and you think, oh, that's a sad story, but they leave and you say, so what?"
"Jake Poore has the ability to tell a story and get every person who hears it to realize the 'so what'—how I apply that in my role no matter who I am."
Carmen Kane, Performance Improvement Administrator, Mayo Clinic
Jake Poore is talented at what he does, which is transforming workplace cultures to create the quintessential patient experience. He has decades of experience training employees and interviewing patients to understand exactly what employees need to learn and understand about their patients in order to improve their experience and increase patient retention rates.
Poore is compelling, dynamic, and clear in teaching audiences how to optimize their customer service, and at one point or another, he will have every person in the room laughing. Poore's methods are effective and effective. He makes that magical light bulb over your head light up, showing you exactly what needs to change and how to change it within your organization.
Creating Exceptional Patient Experiences -Every Patient, Every Day
Patients want to be treated as an individual and not "the kidney in room 103". They tell us that exceptional experiences occur when we consistently meet their expectations on what we provide (the clinical care side), while exceeding their expectations on how we provide it (the service side). Go with Jake as he takes you on a journey, looking at some of the best practices and lessons learned from organizations known for their world-class service, delivered consistently and seamlessly through the eyes of their customers. In this engaging presentation, Jake will share his insights and experiences on the secrets to to success and how you can build it within your own service area.
The Leader's Role in Building and Sustaining Exceptional Patient Experiences
Whether you have a title or not, everyone is a leader. We all have a circle of influence on others. Great leaders do not only take care of our patients and customers, they inspire their colleagues and associates. In this session, Jake Poore will help participants understand both the approach and the tools successful leaders use to elevate experiences to world-class status.
This engaging session will help participants:
- Discover why most initiatives die
- Tap into the power of storytelling as a part of your leadership toolkit
- Recognize their own leadership style and adjust to a more effective one
- Understand the two dimensions of effective leadership
- Describe specific criteria to monitor in their physical environment “through the patient’s (customer’s) eyes”
- Build the “4 Cs” to Sustain Employee Engagement: Communicating, Coaching, Counting (measurement) and Celebrating (recognition)
The Power of Leadership Storytelling
Organizations known for providing world-class service are also known for their ability to tell compelling stories and to motivate others through storytelling. Most employees do not remember models, concepts and graphs, but when told an engaging story, not only do they understand the concept, but they tell it to others, thereby reinforcing the culture.