Jonathan Ruchman, Senior Director of Customer Experience for Brookdale Senior Living communities, shared an intriguing example of how employee commitment is a crucial link to overall brand loyalty during a four-member panel discussion titled, “Seize the Moment: Making the Most of Every Customer Touchpoint,” on Monday at the inaugural Customer Expo in Nashville.
At a Brookdale Senior Living community in Houston, the staff was struggling with a perplexing situation, Ruchman noted. The community uses electronic keypads to....