A New Level of Customer Service: The Great Napkin Switch!
I have no hesitation at all rewarding great customer service. And excellent customer service is just what I got at a restaurant recently. I was at an airport in [...]
Eating An Elephant
When I scroll through Facebook, it’s unusual to come across anything that stops me in my tracks. But this afternoon, one post did. It was from a neighbor whose [...]
Disney’s Secrets to Great Customer Service
When it comes to great customer service, Disney often stands above and beyond all others. One of the greatest lessons I learned while working there so many years ago [...]
Can An Organization Be Safe AND Nice?
By Jake Poore The best health systems have safety as their top priority. In fact, care facilities where safety is not the highest priority usually don’t stay in business [...]
Are You Ready To Be Patient-Driven?
By Kim Court Everyone is talking about ways to improve the patient experience. New initiatives, slogans, campaigns or programs of the month are introduced one after another but nothing [...]
Volume to Value: Bridging the Gap Between Clinical and Service Excellence
By Kim Court If you ask 50 people to define “the Patient Experience”, you’ll get 50 different answers. While there are many definitions, we’ve adopted what is considered to [...]