Learning from the master of magic, Walt Disney, to shape the ultimate patient experience.
Patient experience is consistently a hot topic in Lucro - on both the provider and vendor sides of the house. Summertime brings to mind many happy vacations, which in my family meant a trip to Walt Disney World - filled with magical meetings with princesses and soaring castles.
After clearing the pixie dust from my eyes, I realized (<insert headsmack here>) THIS IS ALL CUSTOMER EXPERIENCE. This is evident in everything that Disney does in their theme parks. Attendees are guests - named so that every employee is reminded to treat their customers as they would a guest in their own home. Employees are cast members, so they keep top of mind that their job is to play a role in their guests’ vacation story. There are no afterthoughts; everything is placed with intent and a spoonful of magic.