How to Create a Positive Customer Experience


Leveraging the Laboratory

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about creating a positive customer service experience in the outreach laboratory.

Specific topics of discussion include:

  • First steps in establishing a strong long-term relationship with customers.
  • The key players involved in building the customer service experience.
  • The importance of high-functioning information technology systems.
  • Lessons learned from onboarding new outreach labs.

Podcast episode

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Podcast episode in video format

A Mayo Clinic podcast for administrators, outreach managers, and laboratory professionals hosted by Jane Hermansen, outreach manager at Mayo Clinic Laboratories, on how to best leverage and optimize the laboratory for patients, clients, and staff. Note: Podcasts will not play back on Internet Explorer. Please use an alternative web browser or listen from your mobile device on a preferred listening app.

Luci Gens

Luci Gens is a senior marketing specialist at Mayo Clinic Laboratories. She joined Mayo Clinic in 2022 and has over ten years of experience in hospital-based marketing and communications.