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Fellow, American College of Healthcare
Executives and
Accredited Business Communicator,
International Association of Business Communicators
New Site, New
Look, Expanded Team, Expanded Focus
We've launched the new fast Forward Consulting web site.
But it is more than a new site. There is an expanded team and
expanded services that will make us more competitive in the market
and more valued by our clients. Take a tour.
Six Laws of Customer Experience
Bruce Temkin of Forrester Research puts forth
some fundamental
truths about how customer experience operates.
And Sometimes Customer Experience Doesn't Operate Well
I give Copley Hospital credit for going on record as to why
their road to cultural transformation hit a speed bump.
It kind of puts the laws above and the reality in perspective.
So Maybe We Need Some Divine Guidance
Having been in a patient's room to pray at The Cleveland Clinic, it is so
apparent to me how important the spiritual component is to the
total experience. This article might enlighten us all.
And while Dr. Bridget Duffy has moved on from the Cleveland Clinic as their
first CXO,
this article and
this video
are still worth a view to put the experience in perspective.
Social Media Listening Tools
OK so I'll admit I didn't even know about some of these.
Want to be in the social media marketing game, then read this.
Brand Passion
Why are people passionate about brands? Here's a nice reminder.
Harvard Alert
OK you know who you are. Well I know who you are. The people
who will bypass
every link in this newsletter until they get to the
STOP sign that is a Harvard article.
OK, I'll admit, they do have good articles. Here is one on managing in
an irrational word.
More on the 5 Star Rating System from McKnights
This article provides another perspective on the controversial nursing
home rating
system and its possible eventual tie to pay for performance initiatives.
Word of Mouth You
Don't Want
What happens when you are a serious musician
and an airline
messes with your guitar? Almost 5 million You Tube videos.
This is why the "experience" is so important. Don't want someone
making a video about you now do you!?
Citings
Long Term Living Magazine Guest Blog, July 31, 2009
Long Term Living Magazine Guest Blog, July 20, 2009
Recession an Opportunity for Providers, Business Journal, 07/09
Cited in Long Term Care Survey Alert
"All of the
animals except man know that the principal business of life is to enjoy
it."
Samuel Butler
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