Spiral thinking: A catalyst for innovative customer experiences

Christine Holt, Ed Goodman and F. Brian Whitman
Additional contact information
Christine Holt: Life Care Division, Redeemer Health, The Transformation Center, USA

Management in Healthcare: A Peer-Reviewed Journal, 2016, vol. 1, issue 2, 172-183

Abstract: It is a disruptive time for healthcare — new competitors, new innovations, new operating partnership and models, a more discerning customer base and new revenue models and requirements have drastically changed the way we will do business. To be competitive, healthcare systems are going to need to change how they differentiate their products and services in a commoditised market. A focus on developing a branded experience that engages new customers, delivers on an organisational promise and is supported by employee base that views themselves as brand ambassadors has an opportunity to break through and innovate. Through a process of defining the brand, and utilising ‘dreamscaping’ to imagine and define a branded experience, organisations like Holy Redeemer Health System are activating new experiences and enabling a new future. Using this process to align products and services, build new facilities, and hire and train staff to a new branded cultural experience is exactly what Holy Redeemer is doing.

Keywords: experience; customer experience; design; brand; spiral thinking; dreamscaping (search for similar items in EconPapers)
JEL-codes: I1 I10 (search for similar items in EconPapers)
Date: 2016
References: Add references at CitEc
Citations:

Downloads: (external link)
https://hstalks.com/article/4915/download/ (application/pdf)
https://hstalks.com/article/4915/ (text/html)
Requires a paid subscription for full access.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aza:mih000:y:2016:v:1:i:2:p:172-183

Access Statistics for this article

More articles in Management in Healthcare: A Peer-Reviewed Journal from Henry Stewart Publications
Bibliographic data for series maintained by Henry Stewart Talks ().