Your reputation with potential referrals and with providers, payers and partners depends on your ability to master a positive service experience from start to finish. More than ever before, healthcare consumers are publicly expressing views about their experiences. We live and work in a highly connected world. While you can’t control what your customers say, you can manage their experience — provided you have the management intelligence necessary to drive actions aimed at changing those perceptions. Providers who utilize the collected data to drive progress have a greater opportunity to attract new customers and will be able to present factual evidence of systematic and targeted process improvement initiatives, as well as the results of those efforts. Use your survey results to tell your story and market your services to hospitals, discharge planners, customers, families and employees.