First, thank you to all the thousands of customers that The Delta Companies has and is working with since 1997. It is only because of your business opportunity and partnership that the Customer Experience is possible through Delta Healthcare Placement, Delta Flex Traveler, Delta Physician Placement and Delta Locum Tenens.
The Customer Experience embodies the beliefs and systems of The Delta Companies for purposes of continually doing what’s right by customers while providing an experience that can only be expressed through stories. These stories, as well as comments from customers portray a high-definition picture of the daily impact we play in people’s lives. Our employees understand it’s their responsibility to create an experience that’s different than what is expected and, only through creating that experience, are we able to make a difference in the industry.
Understanding the impact each of our employee’s has on a customer’s life is pivotal to the purpose of The Delta Customer Experience. Only through this understanding and acceptance of responsibility do we go beyond customer satisfaction to earn customer loyalty.
The Delta Companies understands that customer service in recruiting or staffing is ‘what’ we do and ‘how’ it’s done is the customer experience. Having satisfactory customer service is doing what an agreement states or helping a provider identify an opportunity. Providing an experience that goes beyond expectations is what compels customers to share their interaction with colleagues. Without this belief and commitment to providing an experience, The Delta Companies would not be fulfilled in its purpose.
Customer feedback is shared and acted upon through the Experience Index.
Impact providers make in the communities we serve are relayed in the Reel Experiences.
Stories of providing an experience above expectation are shared through the Game Ball.
Continual improvement with customer experience is integrated into learning through the Infusion Institute.
How might an organization operate if the CEO could see all unfiltered customer comments about its services? The question was answered over three years ago at The Delta Companies and we continue to grow through this level of accountability toward the customer experience. All levels, all service lines and all departments review customer feedback and comments gleamed from the Customer Experience Index survey.
The survey is conducted four times a year with each provider and facility contact that has had a transaction with all or just one of our service lines. Once collected, the valuable information is analyzed to best determine the ‘root cause’ of the experience. Whether it’s an exceptional experience we want replicated or an area that needs attention—we want your feedback.
Survey results or feedback are shared with the primary representative for that customer and the representative’s director or manager. They work together and in some cases, with the customer to understand how to use the feedback as a caching tool to enhance the customer experience. At the director level, all the surveys are analyzed and action plans are built to make operational adjustments for the service line or business unit. The plans are crafted twice a year, presented at companywide quarterly meetings, and are overseen by from the entire executive team to ensure that the experience is beyond industry leading.
In addition to executing plans, there are customer experience stories that are presented every other week. Stories of how our people and service have made an impactful experience with providers or facility contacts. Every week customer experience stories are submitted from each service line to an executive meeting, the executive team selects the story that most embodies the experience we look to achieve as an organization. After the selection is made, the story is presented to the entire organization and the representative is recognized by receiving a Game Ball.