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  1. Koneri, Lucy DNP, RN
  2. Green, Alexia PhD, RN, FAAN
  3. Gilder, Richard E. MS, RN-C


OBJECTIVE: The aim of this study was to reduce the turnover of new RNs (NRNs) completing a 1-year nurse residency program.


BACKGROUND: Businesses use touchpoints to retain both internal and external customers, yet no evidence was found in retaining NRNs. Touchpoints, distinct points in the company-customer experience, play a vital role in the customer's experience with the company. Employees are one of a company's many customer types.


METHODS: This quality-improvement project implemented touchpoints to improve NRN retention rates.


RESULTS: Retention rates and job-satisfaction scores were significantly higher among the touchpoint-intervention cohort compared with the nonintervention cohort. Implementation costs were far less than those associated with NRN turnover.


CONCLUSIONS: Touchpoints are a practical management approach for NRN retention.