AIS Quote Of The Day – Will Healthcare Ever Be Like Nordstrom’s?
I was reading my AIS Health Business Daily e-mail this morning. Today’s quote of the day is below. It made me wonder. Think about any healthcare organization. We have a long way to go to get here.
“The other part … of a great customer experience is to have a seamless interaction. The last thing we want to hear is ‘oh, I can’t help you, that’s his department’ or ‘I can’t help you, it’s his operating division’ or ‘I can’t help you because Sally helped you with that; I’m Sue.’ That’s not going to work. A great customer experience is when it is seamless. Customers look at us as a brand, as Nordstrom, as one. However we’re organized with our people, how we operate, customers don’t care about that. They care about what you stand for and the seamless customer experience.”
— Mike Koppel, Executive Vice President and CFO at Nordstrom Inc., speaking recently at America’s Health Insurance Plans’ Institute 2014 in Seattle.