This morning I headed over to the Qwest Center here in Omaha to be a part of the Regional Referral Growth Summit, a conference of administrators and providers focused on increasing the number of referrals throughout the region. There are a number of reasons why the executive team would want to bring these individuals together, most importantly because NMC wants to continue its focus on "Serious Medicine" and get referrals for the big ticket items such as transplants, cancer care, neuro cases, and heart care. By building lasting relationships with employees and patients, NMC wants to continue to lead the area in these product lines.
Takeaways:
The more a customer interacts with your service, the less customer sacrifice should occur. (ex. Ritz-Carlton has a guest preference pad where every time the guests make a request, they make note of it on a database and amek sure that when you stay there again, your preferences are provided for.)
It's time to move to a new level of economic value: EXPERIENCES
ex. Coffee (commodity - $0.02/cup, good (ground, packaged) - $0.15/cup, service (cafe, etc.) - $1.50/cup, experience (Starbucks) - $5.00/cup)
Quotes of the day:
"You can accomplish a lot in life if you're willing not to take credit for it."
"We're not in the education business, we're in the transformation business." London Business School
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