Would You Give A Refund To Dissatisfied Consumers?

Earlier this week, I touched on the growing focus on consumer experience in health care – and the need to create a superior experience for consumers in order to be competitive (see Seven Steps To Delivering ‘Breakthrough’ Consumer Experiences). To achieve this, management teams of health care organizations are using creative tactics to improve consumer experience – such as Cleveland Clinic’s same day appointments (see How Far Are You Willing To Go To Improve Consumer Satisfaction?); San Francisco General Hospital’ “yacker trackers” to monitor noise levels (see Why Your Voice Counts: $1 Billion in Hospital Payments Tied to Patient Satisfaction); or . . .