Posted by Kristin Baird We are such creatures of habit. It is that tendency that causes us to look past the things that can diminish a positive customer experience. Often times as a result of habituation. Habituation, defined as the diminishing of ...
Posted by Kristin Baird No one would argue the value of quality assurance in healthcare. It has proven to be absolutely essential in achieving high clinical standards. Because the stakes are so high it is important to be sure things are ...
Posted by Kristin Baird For people not in marketing, there is a common assumption that a company’s brand is the logo. It’s easy to understand the assumption because the logo is the part of the corporate identity that can be seen ...
Posted by Kristin Baird One of the things I love about mystery shopping is that we can point out the stars who make the most positive impressions and who are living the organization’s brand promise. People think mystery shopping focuses on problems. ...
Posted by Kristin Baird In today’s world of digital communication, consumers share everything from photos of their food to gross videos of bodily functions. Snapshots and videos from medical facilities are among the frequently posted images online. Unfortunately, the medical facility ...
Posted by Kristin Baird When we evaluate the patient experience in healthcare organizations, there are two words that put your brand, your reputation, and ultimately your financial performance at risk. The two words are: “It depends”. This culture of variability is ...
