Success Stories

HEALTHCARE 1

Problem: A large east coast hospital and healthcare organization needed to improve customer service in preparation for state-wide internet reporting of patient satisfaction statistics.

Solution: EBI designed a customized process for changing the culture from one of status quo, where employees felt burdened by staffing and managed care issues, to one of customer focus and employee accountability. We designed and conducted an internal assessment process to increase buy-in, developed a series of leadership programs to build accountability and coaching skills, worked with senior management on roles and alignment, developed CEO sponsorship, and implemented staff training through Train the Trainer.

Result: In year one of internet reporting, patient satisfaction and customer retention improved by 50% and employee turnover was reduced significantly to improve profitability.

Problem: Casey Eye Institute, a premier northwest clinical and research organization with an excellent reputation, was committed to ensuring the highest standards of customer service and communication throughout its operation, and sought to formalize a culture of service excellence among physicians, research, and staff.

Solution: EBI designed a customized process that included an external survey of customers and referring physicians, physician involvement sessions to establish support for the mandate, measurement and reinforcement strategies, Train the Trainer, and a culture of accountability based on strong visionary leadership at the top.

Result: This top-down initiative became a model for other affiliated departments within the larger enterprise. EBI processes received the full support and attention of leadership ensuring the success of the initiative.

Problem: Rapid growth technology company needed to develop their organization including senior management roles, structure, strategic plans, sales systems, sales force, and identify new channels for sales.

Solution: EBI developed a model for the organization in multiple areas, including sales structure working with the CEO and senior management team. We assisted in developing a sales plan, identifying sales competencies, and launching a re-seller program.

Result: Over a 3 year period sales more than tripled.

Problem: Nation-wide company utilizing service as a brand differentiator needed to improve the consistency of customer communication skills throughout claims call center operations.

Solution: EBI developed a customized program with Train the Trainer based on actual service situations facing claims reps in the performance of their jobs.

Result: The company’s brand message is proven in the delivery of premier customer service. This company is a recognized award winning leader.

Problem: Harvard Business School Executive Education division needed to develop Guiding Principles for service and implement a process for training new staff and managers, working with international executives in a 5 star living and educational setting.

Solution: EBI developed customized training and facilitated the involvement of managers and staff to create Guiding Principles for Service, and improve customer communications with an emphasis on 5 star service.

Result: Managers and staff utilized EBI skills and internal Principles to deliver the highest levels of satisfaction and achieve the continuing loyalty of participants in a highly measured environment of learning excellence.

Problem: Dunkin Donuts-Baskin Robbins-Togos needed to change the culture from a manufacturing mindset to a retail mindset in a highly competitive retail environment, involving corporate leadership and decentralized franchisees. Issues of resistance in implementing change were significant in the field organization.

Solution: EBI utilized change management to help transform the culture to a multi-branding retail focus involving leadership in developing new behaviors for accountability. We also developed training for franchisees and key corporate stakeholders based on understanding the economic benefits of change and the consequence of staying the same.

Result: A critical point of success was achieved as the economic impact of the mandate became apparent and buy-in increased among franchisees.

Problem: In a re-branding and re-structure of Meridien Hotels, the former Meridien Boston became part of the Langham hotel group based in Hong Kong. Changes in amenities to become a 5 star property necessitated developing new loyalties and customer service behavior among long term staff.

Solution: EBI developed a customized program to assist the hotel in utilizing standards to differentiate the brand and compete as a 5 star property. Training was developed using EBI consultants and Train the Trainer to identify differences in 4 star vs. 5 star interactions.

Result: The hotel has embedded the behavior in the organization and utilized the training with new employees in orientation, gaining the support of long term employees in shifting the culture.