Are Urgent Care Centers Brands or Commodities

As I observe the extraordinary growth of urgent care centers (UCCs), I am seeing some important changes taking place, both in the customer experience and in the range of services offered. These changes are raising important questions for leaders of UCCs, namely, “Are we just ‘another outlet’

Read more

Why We Love Mystery Shoppers (And You Should, Too!)

A friend recently told me about her 100-year-old mother who had undergone successful surgery. While she was thrilled that her procedure went well and she was going home, what she couldn’t stop raving about was the special care she received from the nurses. They came into her

Read more