Key Industries
-
Recent Tips and Posts
-
Improve Outcomes by Involving the Customer
Imagine that you’re a hospital patient about to be discharged, and two employees (a nurse and a tech) are standing in front of you but looking at each other (not you). The tech asks the nurse “What should we do in this case?” The nurse responds, “Well much of this is a patient issue; I’d […]
Find a Fun Benchmarking Organization for Lessons on Service and Retention
Why did Apple benchmark with the Ritz-Carlton? Are computers the same thing as hotels? Why did Southwest Airlines benchmark with NASCAR pit crews? Are airplanes the same things as cars? Benchmarking is usually more about how you do something than what you do. In the article How the Ritz-Carlton Inspired the Apple Store, the author […]
To Improve Customer Retention, Make Products Free?
To increase its customer retention, Sprint announced that it’s discounting fees on their pay-as-you-go service. In the Fox Business article Sprint Looks to Boost Customer Retention With Lower repaid Bills, it’s noted how Sprint’s new Boost service “is $5 less than the starting price of the brand’s current lowest-priced plans.” According to the article, “Sprint […]
