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I am attaching a great article on how one hospital focused on making their customer’s experience really stand out.  Check it out:

Griffin Hospital earns customer loyalty, and accolades, by creating customer experiences. Griffin Hospital’s efforts to understand the lives of patients and their families has earned them extreme customer loyalty. Their goal was to imagine what it would be like to be the patient so they could improve the experience for both patients and their families. But Griffin Hospital hadn’t always received this type of accolade.  Read the rest of the article here