Archives

For those of you from “my era,” you may remember the song “Metro” by the rock group Berlin. The singer was on a train from Paris to London, met her boyfriend in a pouring rain, and he was “Swimming through apologies.” Well the group Berlin must have been ahead of its time, because there is […]

Hospitals learned years ago that their reimbursement from the Federal Government would begin being impacted by patient satisfaction. Essentially, the higher patient satisfaction, the higher the reimbursement. The hospital could potentially make less money for the same services provided if the patient satisfaction level was low. But when that impact became more well-defined over the […]

Why in the world would General Motors tie employee bonuses to customer loyalty? According to a Motor Trend article, “The better the overall customer retention GM has with its four brands, the higher the bonuses will be.” It’s about alignment. In the world of positive motivation, you get what you reward. You want higher customer […]