What You’ll Learn:

• The importance of Net Promoter Score.
• How to accurately measure customer loyalty.
• The benefits of NPS and how it makes you stand out.
• How to truly embody exceptional service throughout your facility.

Key Takeaways:

• What is NPS and how does it work? [2:26 ]
• How to use your promoters to grow your organization. [4:35 ]
• Since healthcare is personal and emotional, his loyalty metric is so perfectly aligned to us. [8:35 ]
• NPS is how you get better. Kevin is more convinced than ever that this is the right approach to get good patient feedback. [10:42 ]
• We are engaged in a relationship with our patients. NPS helps gauge how strong that relationship is. [13:31 ]
• Why Kevin joined University of Missouri Health Care. [16:42 ]
• Ask your patients “why” you gave us that score. [19:27 ]
• Kevin explains how they address and follow up with patients who aired their grievances and complaints. [24:01 ]
• Kevin shares an example of how they turned a super negative into a super positive situation. [26:48 ]
• It’s Kevin’s job to create a work environment for everyone on his team to do their best work. [29:43 ]
• The work is worthwhile and fulfilling. [30:51 ]

Continue on Your Journey:

• Medallia.com
• Kevin on LinkedIn
• Muhealth.org