Action Pack — Transform Customer Complaints Into Innovation Opportunities
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About the Article
Turn Customer Complaints Into Innovation Blueprints
By Lohyd Terrier and Béatrice Schaad Noble
At Lausanne University Hospital in Switzerland, leaders formalized a process to analyze grievances and implement fundamental changes to address them. They did it by partnering with a hospitality school to train health care professionals in customer care. Projects based on testimonials from patients, their relatives, and members of the health care staff have resulted in reduced wait times for elderly patients and improvements in information sharing.
