The OPEN MINDS Executive Blueprint for Crisis ManagementBuilding Organizational Sustainability & Success in a Disrupted Health & Human Service Market
A 32-week program designed to help executive teams navigate the business, organizational, operational, and culture changes of a market in turbulence. The program, based on the seven-component OPEN MINDS executive blueprint, combines a series of 35 live educational web briefings with online technical assistance and a suite of on-demand resources.
Yesterday’s ‘Mystery Shopper’ Is Today’s Customer Interaction Monitoring System
By Sarah C. Threnhauser
The “experience” that consumers have when they use your services will largely determine whether they come back, whether they recommend your services to friends and family, whether they write positive reviews about you online, and whether they will positively add to your Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. One method for grooming your organization to provide the requisite “good experience” for your consumers is to deploy a consumer experience research tool – AKA mystery shopping – that can help you gauge your customer service competency.
If you are unfamiliar with the process, there is both a simple description . . .