Healthcare, Handoffs, and the Ogori Cafe
There was an amazing place in Kashiwa, Japan for a time, that was part cafe, part performance art, and part experiment in human nature and generosity. The Ogori Cafe [...]
Bond … Nurse Bond.
James Bond, famously, has a license to kill. His government has told him that in service to the Queen, it is understood that he will sometimes have to kill [...]
What’s In A Name
A post by ILS team member Eric Kidwell: My local Chick-Fil-A has recently started asking for a name to go with your order at the drive thru. The first [...]
Effectively Using Mixed Social Media Comments To Gain Raving Fans and Loyal Customers
At Integrated Loyalty Systems, our mission is to help our clients create cultures that are truly patient driven. One of our clients is Rochester General Hospital (RGH), and Doug Della [...]
The Power of a 10-Second Phone Call
In each step of every customer experience there is both the business need and also an emotional need. Does your company address both? What impact does it make on [...]
Take Care Of Those Who Are Taking Care Of You!
My good friend Robert recently visited me in Orlando from Chicago, IL. He told me of the outstanding service he received during his Orlando-bound flight, from an airline not [...]