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Title
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A Steady Transformation
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Description
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Article tells how Randy Wisthoff, director of the Kansas City Zoo since 2003, implemented an evaluation process used by Service Management Group (SMG) to make major improvements in customer satisfaction. SMG is a "Kansas City-based research company that helps restaurant, retail and service-based companies define, aggregate and critically appraise customer and employee metrics that drive business results." Specific improvements to the Zoo are related, like moving the river otter exhibit to the entrance "so people could see an animal immediately upon entering the Zoo."
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Date
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2011-09
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Object Type
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Magazine Article
