How can resolving customer complaints lead to loyalty? Research from People 1st International in 2023 reveals that 78% of customers are loyal to businesses that give them a good experience.

In my travels, I see many businesses that are struggling with team dynamics. The reality is, that this has more to do with the lack of direction or expectations of the team than the individuals themselves.

In the last couple of months, I have noticed inconsistencies in how ODs practice in the same clinic. This poses a concern for a few reasons: 1. Brand Integrity - The number one power of a brand is consistency; it is difficult to build your brand when the experience differs from OD to OD.