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We are a data-driven society, aren’t we? Well, successful managers would like to lead us to believe that they operate based on data, but many managers operate based on gut feel and instincts. Regardless of which way your management leans – decide by the data or decide by the gut – if you’re in a […]

The White House held a forum with dozens of CEOs last week, and the topic moved to customer service. The government was trying to learn how to be more customer-friendly, and they were particularly interested in what Southwest Airlines CEO, Gary Kelly, had to say. Now I know many of you are thinking such things […]

Andrea Hernandez at ledger-enquirer.com documented the steps taken by Susan Garrett, a Georgia Hospital Heroes Award winner who helped to improve patient satisfaction at her hospital. Ms. Garrett focused on four areas to improve patient satisfaction: 1. Communication with the families 2. Pre-operative education 3. Improving patient IV starts 4. Communication regarding unexpected delays. Those […]