In the News
"Eight Experiments in Exceptional Customer Service" Hospitals & Health Networks Magazine, October 19, 2009 >
Paul Spiegelman describes the importance of spreading the good customer service meme and provides eight experiments that hospitals can use to see how their actions impact the experiences of others and contribute to a better customer experience overall.
"Double-Digit Revenue Growth Through Values" Unlock the Power of Your Team, 2009 >
In the attached excerpt from the book, "Unlock the Power of Your Team," Mark Lefko uses Beryl as a case study of how strong core values attribute to powerful growth. Beryl CEO, Paul Spiegelman, describes that in order to be successful, company values must be highly visible, constantly referred to when making decisions, and frequently communicated to employees.
To download a free copy of the eBook, "Unlock the Power of Your Team", click here.
"The Circle of Growth: It Starts With Employees, featured on AffluentMagazine.com" AffluentMagazine.com, May 2009 >
Paul Spiegelman speaks about his “Circle of Growth” philosophy in the “Coaches Corner” section of Affluent Magazine’s Web site. He asserts that investing in employees will drive customer loyalty and offers tips on how to create a culture that will positively impact your business, your bottom line, and your brand image.
"The Circle of Growth: It Starts With Employees", featured on AffluentMagazine.com
"Customer Connectivity at Every Touch Point" Healthcare Strategy Alert, 2008 >
Communicating with customers before, during, and after a clinical visit builds customer satisfaction and gives your organization the “wow” factor it needs to stand apart from the competition. This article describes why these different touch points are so imperative, and gives tips for successful customer connectivity for your organization.
"Use Customer Service to Reap Bottom Line Benefits in Consumerism Age" Managed Healthcare Executive, June 2008 >
Consumers now demand of their healthcare encounter the same level of personalization and customer experience that they find in their other daily purchases. Until now, hospitals have been slow to adapt to this growing marketplace demand.
"Hospital Switchboards and Physician Referral" Physician Referral & Telephone Triage Times, January 2008 >
Beryl through its research and education arm, The Beryl Institute, has formally published a White Paper on this topic. "Moments of Truth: Hospital Switchboards a Bottom-Line Issue" argues that there is definitely a financial angle in the breakdown between the switchboard and the physician referral function.
"How to Make Clients Happy: The Ways Hospitals Go Beyond Clinical Services" Healthcare Executive, January/February 2008 >
Recently, hospitals have begun focusing more on the business of customer service. The reason is that providing good customer service is essential to the patient's overall experience and the organization's ability to retain their loyalty.