Business Change Management

Recently I wrote two blogs on many hospitals' oft-broken call centers, entitled "Five Steps To Help Fix The Sorry State of Hospital Call Centers (Part One) and (Part Two), highlighting the extensive research Simon Associates has been conducting in this area. What we found was that call centers with ongoing problems show symptoms of a culture that hasn’t adapted to the outside world and the requirements of today’s patients.

Our Guest Blogger, Cheryl McMillan, has written a very illuminating blog about a similar subject: a retailer's customer service (or lack thereof).

If I asked you to name someone who is emotionally immature, who comes to mind? Maybe it’s an adult acting like the kid throwing his phone in this Nationwide commercial. Hopefully, that's not you!

Something caught my eye several weeks ago! I was thumbing through google.com/finance and an October 26, 2016 Fortune.com article came across my iPhone entitled: “Forget the corner office. Some CEOs are discovering they get more from their troops when they have no office.”

How do you receive new ideas? Leaders know that ideas are crucial for innovation and improvement, but ideas don’t just magically appear. They live right now in the minds of your employees. Wonder why you don’t hear more of them? Maybe you are doing something that kills your staff's ideas before they can be explored or even verbalized.

For the second consecutive year, I attended the HubSpot Inbound 2015 conference in Boston last month. So why inbound? As you know if you’ve been reading our blogs, at Simon Associates we have been talking about inbound marketing for the last two years. And as you can probably tell, we feel it is absolutely critical to the success of your marketing program. We have initiated inbound marketing with all of our clients, showing them how providing content is the best way to attract and nurture customers. And it’s working!