Archives

Stop Punishing Account Reps

November 23rd, 2010 (No Comments)

I’ve read stories recently of account representatives on professional sports teams being laid off. On one team, it was because the team sold so many seats, they didn’t need sales representatives. On another team, it was because the team performed so poorly on the field, that attendance was down, and the team needed to cut […]

Pay for Patient Satisfaction?

November 19th, 2010 (No Comments)

According to the Center for Medicare & Medicaid Services (CMS), the Federal Government proposes to make bonus payments in 2011 to Medicare Advantage plans which achieve high patient satisfaction scores. CMS Administrator Dr. Donald Berwick states that “The 5-star rating system helps people with Medicare make meaningful distinctions between high-performing and low-performing health plans. They […]

Translate Customer Service into Business Success

November 9th, 2010 (No Comments)

As one state’s economic engine shifts into new industries and out of the growth industries of the past, relocation incentives are – as usual – a big point of discussion. How much should this state spend in incentives to get out-of-state businesses to build plants, move jobs, and relocate headquarters to this state? While such […]