Customer Experience: Learn How Nursing Uses Storytelling

“There’s a lot of buzz around the action of “storytelling.” It’s a trendy term.

“Some marketers hijack storytelling as the art nouveau of their work. I suppose that’s fine, but it still rings generic.”

“Nurses, we live storytelling. Our work is storytelling. The intimacy in the care we provide is like a Bob Dylan song because storytelling doesn’t have to be the feel-good, inspire-the-world marketing scheme. It’s a lived life.”

“Storytelling—good storytelling—encompasses the grit and the grime. It is the real, and yes, sometimes it is happy, but sometimes it’s about suffering and pain and a mixture of all those things.”

[The Storyteller, photo by Steve Evans]

streetsmartprof‘s insight:

It is interesting as a profession nurses are trained to care for the patient. Part of the orginal oath was: “devote myself to the welfare of those committed to my care”.

Is it the focus on caring for the patient why most people trust their nurse? Think about why this is in your own mind.

Now turn around and view the training and education used to bring your own employees up to speed on “how to care” for your own customers.

Have their lips been loaded with “fairy tales” of how great the company is. Or do they know the “lessons learned” and “war stories” of the past?

Most people will agree there is no such thing as a perfect life, or a perfect company. Being able to tell life lesson stories to customers about helping others may just move the needle on improving your customers experience when things have gone south.

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Posted in Customer Experience.