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Practice paper

Spiral thinking: A catalyst for innovative customer experiences

Christine Holt, Ed Goodman and F. Brian Whitman
Management in Healthcare: A Peer-Reviewed Journal, 1 (2), 172-183 (2016)
https://doi.org/10.69554/RZAJ3281

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

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Author's Biography

Christine Holt is Executive Vice President (EVP) and Chief Operating Officer (COO), Life Care Division. Combining creativity and humanism, Chris loves inspiring people to deliver a resident care experience that aligns with their individual sense of purpose and the organisation’s values, creating a seismic cultural shift. Chris has 25 years of healthcare experience, including as Director, Marketing, for Rothman Institute and Nazareth Hospital prior to working as Vice President, Marketing, and then CXO for Redeemer Health. Chris began her career as a post-acute care administrator after earning a bachelor’s degree from Saint Joseph’s University in finance and marketing and a master’s degree in healthcare finance and a master’s degree in business administration from Temple University. Chris believes her role as EVP/COO for Life Care is the culmination of all her experiences providing her with a solid understanding of the interconnectivity between brand, experience and operations.

Citation

Holt, Christine, Goodman, Ed and Whitman, F. Brian (2016, June 1). Spiral thinking: A catalyst for innovative customer experiences. In the Management in Healthcare: A Peer-Reviewed Journal, Volume 1, Issue 2. https://doi.org/10.69554/RZAJ3281.

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cover image, Management in Healthcare: A Peer-Reviewed Journal
Management in Healthcare: A Peer-Reviewed Journal
Volume 1 / Issue 2
© Henry Stewart
Publications LLP

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