by John G. Self | Dec 19, 2011 | Healthcare, Leadership
Random observations from a week’s worth of traveling across America: Most business organizations profess a commitment to understanding and delivering first class service to their customers. This implies a level of service is more than just being polite, helpful...
by John G. Self | Aug 11, 2011 | Healthcare, Leadership
With all the pressures on a CEO, it is tempting to think that a consulting package can solve problems that essentially begin and end with people. Employees and physicians look to the boss. If he or she is not walking the talk, it hits the informal employee news wire,...
by John G. Self | Aug 10, 2011 | Career Management, Healthcare, Leadership
Success of a brand-name customer service/satisfaction initiative is not based on which pricey program a healthcare organization buys, but the commitment, the passion and the skills of the Chief Executive Officer. Healthcare organizations looking for the magic silver...
by John G. Self | May 17, 2011 | Healthcare, Technology
Improving the customer service experience is one of the new buzz phrases that many healthcare executives are using in connection with improving their HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores. For my non-healthcare readers,...
by John G. Self | Feb 11, 2010 | Leadership
Co-Creation is a not a new term. The idea has been around for a long time under different terms. The most frequently used phrase seems to be a partnering relationship. Personally, I like “Co-Creation” because it is more specific in its definition and intent....
