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The Evolution of Customer Care

Posted on by Steve Tyink

Customer Care road sign with sun background

So, I’m at Nordstrom Rack the other day in the shoe section. Over the intercom I hear a promotion about using a credit card to check-out anywhere…just find one of the team members in a green shirt and they will complete the transaction from anywhere in the store. Sure enough, I was able to checkout within two feet of where I pulled a pair of shoes off the rack.

Then I stopped at the Apple Store, same thing. A smiling face in an Apple red shirt checked me out within three feet of where I was viewing the iPod.

In both cases: bag dispensers were positioned discretely in the aisle, my card was swiped on hand-held ‘smart phone’ devices, and a receipt was conveniently e-mailed to me (and now they have my email address for future promotions). The clerks thanked me for shopping and I walked out of each store with my new-found treasures. As long as I had my bags, I was all set.

So let’s recap what happened.

No waiting in long lines or wondering who could answer my questions—the sales associates came to me. I shopped on my terms, by my rules, not theirs. And most importantly, I saved a ton of time.

So how can the healthcare industry learn from these industry leaders? Take a look at what is happening at this “clinic-of-the-future” in Minnesota.

 

 

 

 

 

 

 


Steve Tyink

About Steve Tyink

Steve Tyink leads Miron’s experience-based design efforts, assists with process and lean improvement, and adds elements of innovation to business development and corporate strategies to differentiate the Miron brand. Steve also applies his expertise to serve as a resource to those seeking ways to create innovative facilities that encourage an emotional attachment for their own customers and employees.

Get in touch with Steve Tyink
View all posts by Steve Tyink
Steve.Tyink@miron-construction.com
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