AACC 2017 Booth Presentation: Earning Customer Loyalty through Tough Love


Laboratories and our clinician customers both aim for high quality patient care. Often, these providers behave in ways that limit our ability to deliver optimal lab testing. And often, laboratories accommodate that behavior in the interest of customer service. The solution? Laboratories must move from a traditional “the customer is always right” mindset to one of true partnership and shared accountability. This can paradoxically increase customer satisfaction and loyalty. I’ll show how this approach has proved successful in companies outside healthcare.

Originally presented on August 2, 2017, in San Diego, California.

Lecture Presenter

Brian Jackson, MD, MS

Brian Jackson, MD, MS

Director, Informatics Department
ARUP Laboratories
Medical Director, Referral Testing
ARUP Laboratories
Associate Professor of Pathology
University of Utah School of Medicine

Brian Jackson, MD, MS, directs the Informatics Department at ARUP, which includes leading an experienced team in test-utilization management, ARUP Consult®, decision support, and software product management. He is ARUP’s medical director for Referral Testing and an associate professor of pathology at the University of Utah School of Medicine. He frequently presents nationally on economic analysis of diagnostic testing and physician utilization of laboratory tests.

Sponsored by:

University of Utah School of Medicine, and ARUP Laboratories