Executive Outlook: Caring for the customer

In most industries, customer service operates by this rule of thumb: a happy customer will tell three people about the great service they received, and an angry customer will broadcast his or her dissatisfaction to…well, everyone. So keep the customer happy.

Changes in the health care industry are leading hospitals and health care providers to shift their thinking on patient care and service. They are finding that core principles from the retail industry such as customer satisfaction and loyalty can be applied to talent management in health care.