Welcome to the experience economy. It's no longer just about healing: patients want a personal transformation.
Health care is no longer just about healing: patients want a "personal transformation," a way to be made whole again. How can your organization think about making the play from services to experiences to transformations, but without your organization's dropping the ball?
Pine
B J
BJ
Strategic Horizons LLP, Aurora, Ohio, USA. pine&gilmore@customization.com
Gilmore
J H
JH
D017046:Cost Savings; D004465:Economic Competition; D017598:Efficiency, Organizational; D006272:Health Facility Environment; D015285:Hospital-Patient Relations; D006801:Humans; D008389:Marketing of Health Services / Q000191:economics / Q000379:methods*; D017146:Models, Organizational; D015279:Organizational Culture; D017060:Patient Satisfaction / Q000191:economics*; D017749:Total Quality Management / Q000379:methods; D014481:United States