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Oft-Muddled Marketing Metrics: NPS

Oft-Muddled Marketing Metrics: NPS

Since it came into being some 14 years ago, the Net Promoter Score (NPS) has been among the most popular marketing metrics across customer-centric industries. For an industry like urgent care – whose profitability is tied closely to its ability to deliver an...
Why the ROI on Employee Engagement is So Negligible

Why the ROI on Employee Engagement is So Negligible

While issues of reimbursement, contracting and credentialing, coding and billing may consume much of the urgent care operator’s day, ultimately urgent care is a “people business” meaning that employee engagement is typically at the top of every urgent care operator’s...
Motivating Frontline Staff to Fan-Inspiring Service

Motivating Frontline Staff to Fan-Inspiring Service

Urgent care centers are service businesses whose long-term viability depends on patient loyalty and word-of-mouth. That’s why, for instance, urgent care entrepreneurs spend tens of thousands of dollars in selecting the right locations, equipping them with the latest...
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