How Hospitals Can Survive the Age of the Customer
Posted: October 28, 2012 Filed under: Healthcare, Patient experience | Tags: Age of the Customer, Bill Self, business, cex, culture, custexp, Customer 3D, customer experience, customer-centric, cx, Dr. Tony DiGioia, executive, Harley Manning, HCAHPS, healthcare, hospital, Innovation Center, Kerry Bodine, leadership, Magee-Womens Hospital, methodology, Outside In, patient experience, patient safety, patient satisfaction, patient- and family-centered care, PFCC, PFCC partners, Rochester General Hospital, UPMC
Customer experience experts indicate that we have transitioned from the Age of Information to the Age of the Customer where products and services will no longer differentiate companies and organizations for the long-term. Instead, it is the customer experience that matters most. A successful methodology and practice is described to create a patient- and family-centric experience in this new age of the customer.
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