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Latest Posts

Stepping Up Service 2: Who Needs Customer Service?

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Alan Jackson (The Jackson Group, The MESH) and Ed Gagnon (Customer Service Solutions) discuss the need for customer service in today's business world and the three groups most impacted by good customer service and why. Alan and Ed also share their "Customer Service Example of the Month", with Ed providing a "good" example and Alan bringing up the "bad" one that turns into more of a rant. Read More »

CAHPS Cast #1: CAHPS Primer

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To start off this new show on The MESH, co-hosts Alan Jackson and Janette Jones with The Jackson Group explain what the CAHPS process is and how healthcare organizations are responding to this national patient experience survey. This episode serves as a good "primer" on the CAHPS process, discussing the history, basics of, and general reactions to the CMS regulated survey. Read More »

Leadership GPS 2: The Abnormal Side of Leadership

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Alan and Tony welcome you back to the second episode of "Leadership GPS"! This month, the Jackson boys talk about how, despite the fact that anyone can do leader-like things, to become a good leader some people have to learn and do things that are very unnatural for them. Case in point: public speaking, presentations, and being the public face for an organization. Alan and Tony discuss the challenges a natural introvert can face when acting as a leader and provide examples of well-known leaders that have risen to the challenge (as well as some that are still struggling). Read More »