Customer and Employee Relations
Hospital mergers improve profitability
Situation: Catholic Health System, a five-hospital healthcare-provider network in Western New York, was under significant financial distress in 1998. Shrinking Medicare reimbursements coupled with shorter patient stays and fewer overnight admissions due to new technologies and therapies had put Buffalo, NY-based CHS at a crossroads.
Management at CHS decided to “retask” three hospitals – providing [...]
Manufacturer expands out-of-state - protects and builds reputation
Situation: Economic development has been a critical issue in Iowa for several years. When management of EMCO, a Des Moines, Iowa-based manufacturer of Forever® brand storm and screen doors, decided to expand out-of-state, the company sought PR counsel from Hanser & Associates to make this sensitive announcement. With a 70-year history in Iowa, EMCO [...]
PR protects University System during crisis
Situation: Palmer College of Chiropractic was established in 1895 in Davenport, Iowa by D.D. Palmer, founder of the chiropractic profession. Palmer Chiropractic University System (University) was created in 1991 bringing together Palmer College of Chiropractic West (San Jose, Calif.), Palmer College of Chiropractic Florida (Port Orange, Fla.) and Palmer College (Davenport). Today, enrollment is 2,400 [...]
Bank commits to better customer service
Situation: Des Moines-based Bankers Trust Company (BTC), Iowa’s largest locally owned bank with nearly $2 billion in assets, wanted to distinguish itself through outstanding customer service, convert from state-chartered to National bank, and expand outside Central Iowa.
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