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I’m wordy. Brevity isn’t my gift. In high school, some of my sports teammates called me The Rambling Man. I was once in a meeting at a hospital with a COO who asked my opinion on an important decision they were to make. I waxed eloquently about the pros and cons of each option, offering […]

The more issues that your organization has to address, the more customer service matters. With most of the survey research that CSS performs for clients, we conduct additional correlation analyses to identify which aspects of the customer experience or relationship with the business tend to have the greatest impact on loyalty, willingness to recommend, or […]

Tonya was a relatively new radiology tech at the hospital. She had been out of training and into her routine for months, and she was very confident. She could get a clear scan (“pretty” is what she calls them), a picture easy for the physician to read. But this situation was different She couldn’t get […]