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When conducting focus groups for a local government client recently, I found myself in many discussions with the customers of this municipality about their experience. The customers are business people, looking to perform renovations, develop property, and build facilities throughout the community. And while many times we can define the customer experience by using words […]

If you were searching your Inbox for the Customer Service Tip of the Week at the normal time last week, I’m sorry that it wasn’t there to be found. Our e-mail provider had a major service issue, and the e-mail was delayed. Constant Contact has been an excellent e-mail/survey partner for CSS, so I wasn’t […]

The recent Healthcare Finance News article 10 ways to boost patient satisfaction, offers a list of Customer Service Standards that – when adhered to – “should do the trick” to grow patient satisfaction at your organization. The author notes that there are actually at least 30 ways to grow patient satisfaction. While the Standards noted […]