Hospitals can take this opportunity to learn from Disney’s leading-edge strategies about where experiences are going next. It’s been 10 years this month since Fred Lee published his book “If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently.” The book offers hospital administrators and service line directors key insights for transforming their “services” to “experiences,” including:
- Generating loyalty by doing memorable things that patients don’t expect
- Being alert on people’s needs and taking initiative, before they ask for it
- Shifting from “our services” to the guest’s story
