A Return to Strategic Evaluation Integritus Healthcare and its a ffi liates understand the importance of normalizing Covid operations—not only to face the reality of the potential enduring presence of this virus but also to pivot back to strategy. “In order to be the organization that we want to be, and that we have prided ourselves on being in the past,” asserted Gaudet, “We have to be able to focus on what it means to be a leader in the markets we're in. Customer experience and employee experience are key components to that.” Improving Our Approach to Customer Satisfaction Surveys
“Customer experience is a key component in ensuring the ongoing viability of the organization. That people still want to be with us because they know they can rely on us to provide everything they need,” said Lisa Gaudet, Vice President of Business Development and Marketing. “Not just in a way that is acceptable but that is exceptional.” According to Gaudet, to do that, you must be able to focus your teams; provide them tools and a path: “I think it's very easy to get lost in that—particularly with a new platform and tool set. But we’ve found, in working alongside our a ffi liates, that we're learning together. We're going to get there together. And we're almost there.”
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