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If You Fall, I’ll Pick You Up
When my son was born, I was singing him a song called “The Horses” by Kenny Loggins. My father had come to visit and was listening from the other [...]
Are You One On “Those People?”
Traveling around the country, I meet a lot of “those people.” There are really two types of “those people.” First, there are “those people” who suck the oxygen out [...]
The Right Way To Say “Thanks!”
In business today, employees have found a variety of ways to respond to the customer who says, “Thank You.” One guy I came across in Springfield, Mass. said, “Ok, [...]
Healthcare, Handoffs, and the Ogori Cafe
There was an amazing place in Kashiwa, Japan for a time, that was part cafe, part performance art, and part experiment in human nature and generosity. The Ogori Cafe [...]
Bond … Nurse Bond.
James Bond, famously, has a license to kill. His government has told him that in service to the Queen, it is understood that he will sometimes have to kill [...]
What’s In A Name
A post by ILS team member Eric Kidwell: My local Chick-Fil-A has recently started asking for a name to go with your order at the drive thru. The first [...]
Effectively Using Mixed Social Media Comments To Gain Raving Fans and Loyal Customers
At Integrated Loyalty Systems, our mission is to help our clients create cultures that are truly patient driven. One of our clients is Rochester General Hospital (RGH), and Doug Della [...]
The Power of a 10-Second Phone Call
In each step of every customer experience there is both the business need and also an emotional need. Does your company address both? What impact does it make on [...]
Take Care Of Those Who Are Taking Care Of You!
My good friend Robert recently visited me in Orlando from Chicago, IL. He told me of the outstanding service he received during his Orlando-bound flight, from an airline not [...]
We’re Not Having The Right Conversation About the Patient Experience
I am worried that we are having the wrong conversations regarding how to enhance the patient experience. My concerns compounded after attending three recent patient experience conferences. Most of [...]
Why Doesn’t That Winning Feeling Last?
On this past Sunday, hundreds of thousands of fans gathered in downtown St. Louis to celebrate their World Series Champions St. Louis Cardinals with a victory parade. They cheered [...]
An Idea For Healthcare
At TGI Fridays, employees who are in good standing and have worked for the company for six months are able to participate in The Passport Program. This program allows [...]
Is It Possible to Orchestrate Pride In Your Organization?
In business books today, there are a lot of analogies between Renters vs. Owners with regard to employee mentality. I instantly think back to my college days when my [...]
A Tale of Two Coffees
You’re on the road, and you don’t really have time to stop anywhere. You want a quick, drive-thru coffee. You’re coming up to an intersection. On your right, you [...]
Who Really Owns the Patient Experience In Your Hospital?
The challenge in most organizations is that each one of the executive leaders has a bias towards the department they represent. The CNO is responsible for the nursing staff, [...]
Know Your Customer
There’s a hotel chain in California that takes the time to understand their customers preferences and tastes, matches paintings displayed and music played to fit that customer. Spas do [...]
First Day Of Work – Nightmare or Success?
Has this ever happened to you? You’re excited about your new job, and you show up on your first day of work only to be greeted with, “Who are [...]
HCAHPS
This week I have received numerous phone calls from healthcare administrators and board members, all with the same topic in mind: HCAHPS. Survey results from the Hospital Consumer Assessment [...]
Service Recovery: Finding (and fixing) Your Mistakes
After nearly 20 years with the Walt Disney Company in Orlando and in Paris, France, Service Recovery has become second nature to me, and I am never surprised anymore. [...]