To build customer relationships, Memorial Hermann Sugar Land (MHSL), a US Acute Care community hospital and winner of the 2016 Baldrige National Quality Award, introduced an innovative customer management programme called Experience Ambassadors (EA). East took personal responsibility for creating a positive, memorable experience for internal and external customers. To enhance the customer experience in…

BPIR Categories

1.1.3 Design customer surveys
1.1.1 Customer performance/satisfaction measurement

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