Improving the customer experience (CX) has risen to the top of the priority list for many CEOs. It is not unusual to find a Chief Experience Officer (CXO), often reporting to the CEO, at companies with revenues in excess of $1 billion. There are several CX measurement tools used by US companies today. A common…

Steve Martin describes in his autobiography an anecdote that captures an important lesson for businesses and organizations working to market or promote themselves. As an upcoming comic, Martin writes, he was thrilled to be asked to perform on The Tonight Show with Johnny Carson.  In the 1970s a shot on The Tonight Show was a one-way ticket to…

“There are known knowns. These are things we know that we know. There are known unknowns. That is to say, there are things that we know we don’t know. But there are also unknown unknowns. There are things we don’t know we don’t know.”  –Donald Rumsfeld Of the adjectives you might use to describe former Secretary…

Susan Wynne of The Wellynn Group has co-authored an article for the Journal of Lancaster General Hospital on recent trends in urgent care demand and use. Susan contributed to the article in her former role as senior vice president for Business Development at Penn Medicine Lancaster General Health. Urgent care facilities have grown quickly in…

The stunning news that Amazon has abandoned its effort to locate one of two new headquarters in New York City has been met with derision by some and joy by others. The former can’t believe any city would turn down the future jobs and tax revenue represented by the new HQ. The latter can’t believe…

The Wellynn Group is pleased to announce that Susan Wynne, co-founder of the firm in 2007, is now devoting herself full time to consulting after completing her role as senior Vice President for Business Development at Penn Medicine LG Health. Susan’s addition to The Wellynn Group helps to enhance our service offering for clients. She…