As someone who isn’t in control of managing a practice, it can be easy to feel disconnected or un-empowered to make a difference when it comes to the overall patient experience. In this course, we will look at why the in-store-experience is such a hot topic and will focus on how important staff members are when it comes to shaping that experience. We will then look to retail and optical best practices for how those who work with patients every day can create positive change and contribute to excellent patient experiences... and why they should want to.