Category: Hospitality Industry

You Don’t Define Great Customer Service. Your Customer Does.

My car was in the shop last week and I reserved a car at a neighborhood Enterprise rental location.  About a half-hour before they closed for the day I showed up at their office and stood in a line of four people, all of us waiting to pick up our cars. If you’ve ever rented ...

Segmenting Healthcare: What’s Your Customer’s Currency?

Over the past few years, I’ve spent a lot of time speculating about the emergence of consumer segmentation in the US healthcare market. As background, here are the three main conclusions drawn from previous posts: