If Disney Ran Your Hospital by Fred Lee

In Triannual II, we’ll be reimagining the patient and customer experience through the lens of brands who have done it best.

Disney is one brand that has truly crafted a reputation of delivering magical experiences. Fred Lee asserts that healthcare and Disney really aren’t that different – both are in the business of creating experiences rather than simply delivering services. 

Learn how to earn the deep loyalty and trust acquired by Disney with your customers, patients, and vendors with Fred’s 9 1/2 Things to Do Differently.

About the Book

“Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals―both provide an “experience,” not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees.

The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 ½ principles that will help hospitals gain the competitive advantage that comes from being seen as “the best” by their own employees, consumers, and community.”

-Description from Amazon

Order the Book

The book is available from Amazon.

We’ll work through this creative approach to the patient experience at Triannual II.