Video Q & A with Barbara Glanz

January 10th, 2012 | Category: Customer Service, Video Q&A

Question: What is the “lifetime value” of a customer and is it important for my whole organization to understand this concept?

Barbara answers: click here

For more questions and answers with Barbara, visit Barbara’s Video Q&A

“Barbara’s inspirational stories of service and simple models for caring communication have touched us all at Kaiser Permanente. She has reminded us of the healing powers of thoughtful, heartfelt interactions that will continue to transform the spirit of service at our facility. Barbara’s message, when applied, is one of the best forms of preventative medicine.”

 

 

Kimberly Walker
Customer Service Executive
Kaiser Permanente

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Worry is a thin stream of fear trickling through the mind. If encouraged, it cuts a channel into which all other thoughts are drained. - A.S. Roche -