Have you measured the temperature of your patient experience lately. Not one that is full of holes and self-deception, but the real one: Would your patients refer their friends to your hospital? That’s the one question that separates growing hospitals from fading hospitals.
I get asked all the time why I think delivering a perfect customer experience is so important. My knee-jerk response is “do you want to deliver an imperfect customer experience?”
With downsizing, the work didn’t go away … we just took on more. And the quality of what we did went south.
Leaders realize that an organization will survive and thrive only through change.
Customer Experience News