Great experiences don't just happen.
Advisory, training and consulting support How many experience strategy experts do you have within your organization? We're ready to help you leverage the power of exceptional experiences.
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Thoughtful, deliberate experience design integrates Passion, Strategy,Voice and Practice
ExPeers was established in 2012 to assist leaders in healthcare and other service industries to build a more customer centric culture that then builds enhanced customer and employee satisfaction, relevancy in the market and to avoid toxic creeping sameness. The benefits of sustaining consumer/patient centric cultures begin with ignition of a passion for exceptional experiences and that's the reason ExPeers was founded. ExPeers refers to a commitment to an expanded peer group of professionals who see experience strategy as a crucial element supporting the success of any enterprise. While some see experience design as customer satisfaction work, we focus on refining company cultures for better alignment between operations and customer desires. Our approach is not about chasing satisfaction scores but strengthening culture for long-term exceptional experiences.
Certainly customer ratings are necessary however, leaders and staff must understand the power of continual enhancement of the customer experience and how to align the brand (what we say we stand for) with the experience (what actually goes on when engaging with customers).
About
Diane S. Hopkins, Certified Experience Economy Expert is the founder of ExPeers and works with talented consultants throughout the US to customize solutions according to the unique needs and experience strategy maturity of each organization. Diane is the founder and CEO of ExPeers and has extensive experience blending market communications and customer experience design strategies primarily in the healthcare industry. She was one of the first Chief Innovation and Chief Experience Officers in the US healthcare industry in not-for-profit, for-profit and academic settings and is nationally known for her work in patient experience and innovation. She consults with healthcare teams to define and refine experience strategy that aligns with internal and external brands, quality and safety strategies and delivers leadership programs, including: Masterpiece Moments™, It’s Hard to be Easy, Cultivating a Consumer-Centric Culture and Building a More Innovative Problem-Solving Workforce. She has certified hundreds of leaders as exceptional experience leadership coaches with content that focuses on culture and practical tools to achieve sustainable high staff and patient satisfaction. She has consulted with or trained leaders at well-respected organizations including Atlantic Health System, Johns Hopkins, Sentara, Christiana Care, Holy Redeemer Health, Beacon Health System, Trinity Health, Ohio Health, Advocate, Tower Health, Laerdal, Medline, Freedom HealthWorks, Saint Gobain, Yale New Haven Hospital, Lancaster General Health, Extens-Consulting- Paris, France, Parkview Health, Vynamic, United Zion and others.
She is the author of the books It’s Hard to be Easy, Unleashing the Chief Moment Officers, The Gifted Gift Giver and Co-Author of Advice from a Patient, Out Care the Competition and Wake Up and Smell the Innovation. It’s Hard to be Easy was named one of the Top 10 healthcare leadership books in 2022 by Healthcare Transformers and Trendswide.com. She has refined her approach after working with some of the most respected customer experience, safety culture and innovation thought leaders including, Pine and Gilmore, Tom Peters Group, IDEO, and DuPont Sustainable Solutions. Diane’s work centers around her core truths that include: safety is the foundation of an exceptional patient experience, co-creation must be the driver of human-centric experience efforts for staff and patients, customer experience strategy must be integrated with operations strategy and internal coaches must be prepared throughout the enterprise.
Diane was a founding faculty member at the University of Notre Dame Innovation Mentor Program, Executive Director of the Medline Patient Experience and Innovation Institute, Adjunct Faculty at the Pennsylvania College of Health Sciences, and guest lecturer at Indiana University South Bend, Mentor at Virginia Commonwealth University Davinci Center and a frequent speaker at Beckers Healthcare Roundtable and the Cleveland Clinic Empathy and Innovation Conference.
PAST CLIENT COMPANIES
"We must blend the birds' eye view with the worms' eye view to sustain exceptional experiences. The frontline sees what we don't see and knows what we don't know in the boardroom." Diane S. Hopkins
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When Creative Communications, Innovation Tools and Experience Design Methods Come Together, Great Experiences Emerge and Culture is Re-energized !
That's the ExPeers Approach.
ExPeers Services
Testimonials
“I attended the Patient Experience training program with Diane. Her course was not only effective but also exciting and unique. She empowered everyone to act as the Chief Moment Officer and make a memorable moment for patients and colleagues alike. There were some wonderful takeaways from the course and I would recommend it to anyone in the Consumer Experience space.
Thank you Diane!” Alexa Osborne, MHA Director, Consumer Experience, Sentara Medical Group
“Diane’s content and approach is nowhere else in the country. I’d like to send all my new people here.”
Jennifer Kreiser, Vice President Patient Care Services, Sentara
“Truly a masterpiece! Tremendously valuable, inspiring and user-friendly.”
Helen Kenny Asst. Patient Services Manager Yale New Haven Hospital
“This was an amazing experience. From beginning to end it was very well thought out and intentional. It allowed me to learn with my team and begin ‘tilling the ground to plant the crops.’ Diane was a great facilitator.”
Tony West, Service Excellence Manager, Parkview
“I have been a nurse for 35 years and I can honestly say this is the most informative conference I’ve ever attended.” Cathy Yates, Patient Experience Nurse, Baptist Health Lexington
“In over 12 years of service excellence and patient satisfaction conferences and training, this experience is the very best ever. So much content and tools that can be used immediately!”
Lori Strahm, Director of Patient Experience and Strategic Partnerships, Parkview Health
“Great investment of time and great team building.” Mike Puchtler, Chief Experience Officer, Christiana Care
“I attended a whole week on co-creation at an Ivy League college and didn’t get as much out of that as I did here.” Karen Curtiss, Founder Campaign ZERO
“I came back inspired and with a real plan." Rachel Silsdorf Patient Relations Specialist, Ohio Health
“The most actionable training and practical patient experience workshop I’ve attended in many years! Great use of time and excellent experiential and group learning.”
Cheryl Singer, Vice President, Chief Experience Officer, NorthShore Health
“Diane’s ability to train internal experts/consultants has allowed us to accelerate a more participative approach to a patient-centered culture and build new understanding about everyone’s role in improving the experience moment by moment.” Karen Flaherty Oxler, RN, former Chief Nursing Officer, Atlantic Health System, Director Philadelphia Veteran’s Administration
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Books by Diane S. Hopkins
All books are available on Amazon or wherever you purchase books. For bulk orders please email Diane to check availability..
News: An exciting French-American Collaboration
An exciting content development project is the new book, OUT CARE THE COMPETITION which was born when experience strategy expert in Paris France, Emmanuel Richard and US based expert Diane Hopkins decided to blend their tools and views to create an easy to use structure to refresh employee and customer experience strategies for any business.