Now that I am about three weeks out from my hip surgery, I find myself spending a lot of quality phone time with representatives from my insurance company and my medical providers. Before and after any major medical undertaking, this activity can become stressful and time consuming. A number of mistakes have been made by my medical providers resulting in potentially increased out of pocket expenses and general annoyance. However...when any of these folks acted with true customer advocacy, at least I felt better. HealthNet has done a particularly good job in acting as my patient advocate and in helping me sort through the miles of red tape. That's right. I just said something flattering about my medical insurance company.
All of this inspired me to reach out to a number of our customers at NewsGator. Since I struggle with enterprise software deployment challenges myself, I truly do empathize with their personal frustrations. So starting next week, I am going to call at least four customers and listen, really, really listen. My fabulous support and client services staff members do this every day and it is beneficial for me to get a little closer.
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