Opening the Door to Creating Exceptional Customer Experiences by Engaging Operations

Based on how human memory works, the first and last moments of a customer interaction are likely to be remembered the most. This is precisely why Lehigh Valley Heath Network took a big step toward achieving a culture of service by developing a strategy around improving the experience for patients and visitors when they arrive on and depart from the health network's hospital campuses. This session will include an overview of the lean methodologies used and operational changes made to develop a culture of service. It will also take attendees through the guest service strategy that followed.