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How Hotels Can Measure Internal Communication Efforts

Posted by Taylor Kennedy on July 18, 2017 in Public relations

INTRODUCTION A study by Staffbase revealed that good internal communication provides constant feedback and purpose, which increases employee engagement, which in turn decreases turnover rates and ultimately saves the company money. At the same time, when your hotel employees are happy, so are your guests, according to Forbes. Here are ways hotels can measure its internal […]

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How Hospitals Can Create a Customer Service Culture

Posted by Brian Lee on May 18, 2017 in Public relations

INTRODUCTION These days, hospitals have strong incentives to improve the patient experience. One reason is that the CMS reduces Medicare payments for poor-performing hospitals. Another is that the CMS publicly releases the results of patients’ perspectives of their hospital experience in its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Need another reason? Accenture reported […]

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It doesn’t matter what United does

Posted by Brian Lee on April 13, 2017 in Public relations

As I’ve been reading the mass media and PR trade journal articles on the recent United Airlines fiasco, I’ve noticed a consistent theme: people have critiqued how United and its CEO have responded–and I agree, it’s been pitiful–but what’s missing from these stories is that at the end of the day, it doesn’t matter what […]

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