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 […]



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 […]


In Hospitality, Customer Service is Everyone’s Responsibility

Posted by Brian Lee on April 12, 2017 in Marketing, Public relations

INTRODUCTION In a survey by American Express, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. This is especially important for hotels, B&Bs and resorts. It is the responsibility of every employee–from the front desk to the housekeeping–to provide a high-quality, memorable experience for each and […]


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