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Getting at the Root of Patient Satisfaction Issues
When a patient shares with her doctor that she has a sore throat, he begins asking questions to learn more about the soreness – this symptom with a deeper root cause. When a patient goes to the...
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From Lament to Leading the Way – 3 Steps to BRE-Building
I was having a conversation with an economic development professional (a Business Retention & Expansion manager), and he was sharing his organization’s approach to retaining and growing with...
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Coach for Student Success
Vince Lombardi was the coach of the Green Bay Packers, but would his style really work well in an Education setting? Apparently it did – along with being a great football coach, he also was a...
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Don’t Turn Your Clients Into Prospects
Many years ago I was consulting with a client in the financial services industry. This credit card provider would send out literally 2-4 million marketing pieces at a time with the hopes of getting a...
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Give Customer Service Some Definition
In the article New city administration sets priorities at day-long planning session, El Paso city officials met to identify 2014 goals. According to the article, “Customer service emerged as a key...
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Create a Patient-Centered Culture
Zappos delivers great customer service, but its leader seems to talk mostly about his corporate culture. Disney is always brought up in seminars we provide for their great customer experience, but so...
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Smart 1-to-1 of Season Ticket Holder Research
Big data? Let’s start with Smart Data. Pro sports organizations feel they know their fans well, and then they conduct their own fan surveys and are frustrated by the lack of useful information. The...
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Student Success is About Getting to One
The article Community College Group Launches Texas Success Center has Lone Star Community College System Chancellor Richard Carpenter noting that “There are about 30 different student success programs...
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Go Back to Where You Started in Business Retention & Expansion
Have you ever been deep into a conversation and then stopped, and tried to backtrack step-by-step to see how you got there? The back-tracking can go something like this: We’re talking about the recent...
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Customer Retention for Marketers
Many marketing articles, blogs, apps, other tech-related devices talk “customer retention” but are really talking their true love – “marketing.” They talk about how “marketing drives higher retention”...
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Customer Service of the Future…in Government
About 1/3rd of the most memorable customer service encounters in government are negative. Does that number seem low? Well keep in mind that the statistic was taken from a survey of employees of...
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ACA/Obamacare Emphasizes the Patient Experience…for Physicians
According to the article Physician Practices Seek Patient Satisfaction Surveys As Obamacare Emerges, payments for physician practices could be based in part on the patient experience – similar to...
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Speed the Transformation of Your Customer’s Experience
I’m constantly flummoxed by executives who feel that the only good idea is a new idea, the only means to success is through their own innate creativity. A COO once told me that trying to create...
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The Cubs Way of Changing a Culture and Improving Revenue Retention
The Chicago Cubs baseball team is doing better on season ticket renewals this year. According to VP of Sales and Partnerships, Colin Faulkner, “The rate of renewal for full-season and “combo” night and...
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10 Key Customer Retention Evaluation Questions
Many times when we address key customer retention strategies and customer retention success stories, the crux of what we’re saying is that you have to get to know the customer on more of a personal...
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Student Success and Relationship Management
Isn’t Student Success, in the end, about getting a degree? If so, then why are some Universities and Community Colleges focused on relationship management? Account representatives are for professional...
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DMV Customer Service as a Leader…Really
When a government has to look to the Department of Motor Vehicles for customer service best practices, you know there’s an issue. But the question is, will the DMV really provide a solution? With the...
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Patient Satisfaction…from a Child’s Mouth to Our Ears
In the Forbes article This 15-Year-Old Absolutely Nails What ‘Patient Centered’ Is – And Isn’t, the author addresses patient satisfaction (or a lack thereof) in today’s hospitals. He shows the video of...
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K-12 Sustainable Excellence? A School District’s Approach
In Tennessee, the Maury County Public School System is working toward a status of “Excellence” in the Tennessee Center for Performance Excellence (TCPE). The TCPE is a statewide initiative modeled...
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In Sports, Does Loyalty Matter Anymore?
Does loyalty matter anymore? This isn’t about free agents in basketball or players switching clubs in the MLS. It’s not about Robinson Cano or Wayne Gretzky. It’s about the fan. Much of the sports...
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