CMS Quote On Customer Experience

I really liked this AIS Quote of the Day and thought I would share it.  It makes the point that we should strive to create a world-class experience not simply be good for our market niche.

“Our goal [with exchanges] is not to say, ‘It’s better than it was before.’ Our goal is not to say, ‘It’s pretty good for government work.’ Our goal is not to say, ‘It’s pretty good for Medicaid.’ We set a goal for ourselves that we really wanted a 21st Century customer experience…an experience that people feel good about.”— Penny Thompson, deputy director for the CMS Center for Medicaid, CHIP and Survey and Certifications, speaking at a recent AHIP meeting, “Preparing for Exchanges.”