Drawing from his experience at Southwest Airlines, Jason Young explains how a company can deliver a transformational service experience — Servicetopia — with each and every customer encounter. 

What is Servicetopia? Imagine an environment where all employees are aligned with the mission and vision of the company and every day, they go to work committed to providing exceptional service to every customer. They understand their purpose in the organization. They perform their duties with passion as they seek to meet every customer’s needs. They are professional and work tirelessly to build customer loyalty. They follow a carefully outlined process to ensure customer satisfaction and eliminate pain and frustration. And in the end, they add a little pizzazz to surprise and delight the customer. Purpose. Passion. Professional. Process. Pizzazz. These are the hallmarks of Servi​cetopia, the behaviors required for delivering exceptional customer service every day. 

In this keynote, Jason Young shares how a company can deliver on Servicetopia, where high levels of customer satisfaction and retention are sustained, and where employees derive personal and professional satisfaction from delivering great service and the customer is the beneficiary. You’ll discover that a commitment to Servicetopia can help your organization make a name for itself and impact the bottom line.

The cost of health care in Indiana and across the country is impacting both the consumer pocketbook and the employer bottom line. Increasing attention is being paid to hospital costs and the role they play in health care inflation. IHA has undertaken consumer research to understand the public messages that best explain the many ways in which hospitals benefit the public in communities across the state. 

The objectives of this research include:

• Assessing public perceptions of Indiana hospitals

• Identifying the factors driving those perceptions

• Measuring awareness of news stories about hospital costs

• Evaluating reactions to message concepts about the role and value of Indiana hospitals

We’ll discuss several key findings from the study and the implications they might have on your external hospital communication strategies.

 

Although it meets most online password requirements, most of us know that Password123! is not a good choice. But creating--let alone remembering--numerous passwords is an annoying task, and many of us have become adept at recycling passwords. Given the innumerable personal and professional passwords we each possess, Purdue Healthcare Advisors, IHA’s Platinum ​Partner, cannot overstate how important it is to have a strong, unique, and lengthy password because they are often the first line of defense in protecting your information. Join IT experts from Purdue Healthcare Advisors for a crash course on password hygiene and why it’s important. Plus, they'll provide tips for creating (and remembering) a secure, strong password.