Susan Lucas-Conwell on TLNT Radio Show

Creating a base of avid customers is the dream of many executives. Loyal buyers offer the promise of steady repeat business, free word-of-mouth advertising, greater revenue, and ultimately happy investors. Workplace culture efforts by CarMax, the U.S.'s largest retailer of of used cars, have led to industry leading customer satisfaction, strong associate engagement, and record setting revenues after weathering the recession. This article highlights the key strategies and practices used to achieve these outstanding results.

What does it take to turnaround a large hospital system characterised by operating losses, high turnover, labour shortages, union and legislative risk? This study shares Scripps Health’s journey to becoming a great workplace, including how it assessed, benchmarked, and improved its workplace. As a result of its efforts, Scripps Health has seen drastic improvements in financial performance, turnover rates, and employee morale. Over the past 10 years, employee results have improved by 54% while the system has realised over $70 million in cost savings and increased its annual profits by over 1200%.