Every week, Sumair and I will post our most interesting service-minded stories for the week as part of a Friday recap. We’ll comment on one story each and then add 3 others for your review.
For the third installment, and week 8 of 2017:
Topic: A Hospital Goes Above & Beyond in Customer Service: St. Mary’s Hospital Medical Center
Source: Green Bay Press Gazette: http://www.greenbaypressgazette.com/story/money/2017/02/20/customer-service-kudos-st-marys/98151164/
Commentary: Going to a hospital is rarely an occasion of fun. This activity is so dreaded by some that it has a name – Nosocomephobia. Former President Nixon was once quoted saying, “If I go to a hospital, I’m fairly sure I won’t come out alive.” This low bar for success leaves quite a bit to be desired from hospitals and the healthcare industry. Despite this low threshold, the staff at St. Mary’s Hospital Medical Center in Green Bay, Wisconsin pride themselves on delivering more than just patients that walk out the door. This article highlights the impact of engaged employees and culture in regard to the delivery of customer service. In industries where employees are often extended to their exhaustion point like healthcare, the delivery of a good or great service experience depends on their ability to go the extra mile. These service workers meet patients and customers at a point of truth, and scripts or technical training won’t be enough. Too often, we assume technology, dashboards, or manuals will lead to excellent service. But it is the people, motivated people that want to help others and solve problems, that enable heightened service experiences. And these people need to be supported, encouraged, and engaged – without it, service will suffer.
Topic: Augmented Reality in Design and Training: Stryker with Hololens
Commentary: While this is an advertisement for HoloLens, it’s a great visual into one of the many applications of augmented reality. We’re currently kick-starting our first project around the augmented spectrum (video-merged-augmented-virtual) and its impact on service organizations. We’ve already pre-interviewed 12 organizations around their AR pilots, and we anticipate a significantly greater level of evaluation of these technologies in 2017. Most companies see the value of these types of tools in live performance support (or remote support). The deeper thinkers are visualizing how this technology can support design and training initiatives in the future. In that, augmented support sessions need to be integrated with video content management and learning management systems and tools. If interested in getting involved in our AR project, please contact Aly or me.
Our Three Other Articles
1- AR game like ‘Pokémon Go’ need a permit in Milwaukee (engadget, 2/6/17)
2- Poor customer service hits Bovis profit (BBC News, 2/20/17)
3- Twitter tries to humanize customer service interactions (Marketing Dive, 2/23/17)
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Till next week.