Hospital mends customer service

Article Abstract:

Ten dedicated teams composed of more than 150 employees have enabled Baptist Hospital to rank among the top 2% in terms of customer service in surveys, increased its market share by four percentage points. The teams, which were formed in 1996, also enabled it to reduce costs by $3.5 million while generating an addditional $4.5 million in revenues in 1999. Hospital Mktg VP Pam Bilbrey also noted that stories about the workers customer relations efforts have spread across the community, enabling the hospital to cut its marketing budget by 20%.

Hospitals, Baptist Hospital

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Poll: trust in tires falters

Article Abstract:

A poll conducted among 1,197 consumers has indicated that 77% of them are less likely to buy Firestone tires while another poll on 475 people who previously said they would consider buying Ford Explorer, 44% now say they are less likely to buy one. While a Ford spokesman said they expect Explorer sales to remain strong, the president of Japan's Bridgestone, parent of Firestone, said that the recall could have provided a "near- fatal blow" to the Firestone brand.

Tire Manufacturing (except Retreading), Tires

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No trick: Hershey failing to get out treats

Article Abstract:

Candy maker Hershey is facing a possible lack of supply of kisses and chocolate bars for Halloween. The company is finding it difficult to meet retailers' orders because of new computer software and not enough warehouse space. CEO Kenneth Wolfe stated that it will be middle to late Oct 1999 before the company can meet delivery schedule. In addition, Hershey issued a warning that its earnings projections of $2.40 a share for the year could drop 8% to 10%.

Chocolate and Confectionery Manufacturing from Cacao Beans, Chocolate & Cocoa Products, The Hershey Co. Hershey Chocolate U.S.A.

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