Nonprofits can profit from customer experience practices

Nonprofits can profit from customer experience practices 
Evolve-Success; by Rick de Yampert; 10/14/25 
Becca Gatian is grateful for each of the gifts she receives as executive director of Halifax Health – Hospice.
“When we notice a gap in service or someone has a concern, we don’t call it a complaint,” said Gatian. “We see it as a gift, an opportunity to improve.” For Halifax Health – Hospice, a nonprofit that services Volusia, Flagler, Orange and Osceola counties, “We always focus on the patient and family – they are our customers,” Gatian said. “‘Client’ seems like a clinical term. It’s really about meeting the customer where they’re at versus having a product that we sell. When you think about a customer and a great experience, it’s because that organization individualized that experience for that particular patient and family.”