Confidentiality

Confidentiality

In the article The Importance of Being Heard: Using Consumer Analytics for Continual Improvement(1) we discussed the importance of engaging with and listening to consumers and using consumer analytics to drive service improvement and responsiveness to clients. Building quality, responsiveness, consumer loyalty and consumers as brand ambassadors is critical within a consumer-driven environment. In this article, I will discuss how the same process can provide an important means to mitigate abuse, neglect and exploitation. Making sure you have processes in place to reduce the risk of abuse and to detect and respond appropriately when abuse is occurring, protects the consumers of your service, your staff and your board.