Published Books
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The Complete Guide to Transforming the Patient Experience (Marblehead, MA: HCPro Publishing, 2009)
This 2009 release by Gary Adamson and Sonia Rhodes takes an in-depth look at what it takes to assess your organization's healthcare experience, implement patient experience techniques, market your new patient experience, and unite brand experience with brand promise.
The patient experience impacts all areas of healthcare, including patient sati
sfaction, quality (as measured by HCAHPS), reputation,
employee satisfaction, physician
referrals, and, ultimately, the bottom
line. This definitive resource delivers the
proven solutions you need to create an
exceptional and successful patient
experience. Using examples from
organizations that create successful
healthcare experiences, The Complete
Guide to Transforming the Patient
Experience comes with a multi-media,
interactive CD that includes a compilation of best practices, examples of experience initiatives, and ideas to inspire your own experience efforts.
Improving the patient experience is everyone's job, and it starts with top-level executives, including CEOs, CFOs, COOs, chief medical and nursing officers, and chief marketing officers. This guide will also benefit marketing, advertising, and PR directors, and anyone involved with the patient experience.
Courage to Be First (Bozeman, MT: Second River Healthcare Publishing, 2009)
Mark Scott and Leland Kaiser
combined to write 2009’s Courage
to Be First, and while this is the first
book for each of them, it is definitely
not their first collaboration. Mark was
an original member of Lee’s CEO
group, Knights of the Healthcare
Roundtable. Each CEO was
challenged by Lee to transform,
not incrementally improve, some big
part of their healthcare kingdom. Mark took that challenge seriously.
The book tells the story of how Mark and his colleagues transformed Mid Columbia Medical Center from a traditional hospital to an innovative center for whole person healing. MCMC was the first hospital to implement the Planetree model system wide. For the first time, a hospital focused on the patient experience. They introduced a holistic approach to meeting people’s needs of body, mind and spirit and welcomed families and friends into the healing process.
Never by Chance: Aligning People and Strategy Through Intentional Leadership (New York: Wiley, 2010).
In Chuck Feltz's new book, Never
by Chance: Aligning People and
Strategy Through Intentional
Leadership, Chuck leverages his
knowledge and success from
years as an executive leader to
help leaders understand how to
accelerate their business
strategy by intentionally aligning
their existing resources with a
clear and compelling sense of
purpose and vision that drives significant results in the shortest time possible. His book is now available for pre-order through Amazon.
Authenticity: What Consumers Really Want
(Boston: Harvard Business School Press, 2007).
Fake. Contrived. Disingenuous. Phony. Inauthentic. Do your customers use any of those words to describe what you sell or how you sell it? That is exactly how more and more consumers view what companies offer them. People increasingly see the world in terms of real and fake, and want to buy something real from someone genuine
, not a fake from some phony. In Joe Pine's latest
book Authenticity: What
readers can begin to understand
this emerging consumer sensibility
and business imperative.
Featured in TIME magazine as
among the "Ten Ideas That Are
Changing The World", the
subject and pursuit of Authenticity
increasingly resonates with
businesses and consumers.
So why Authenticity—and why now?
Because of the shift to the Experience Economy. Goods and services are no longer enough; what consumers want today are experiences—memorable events that engage them in an inherently personal way. As paid-for experiences proliferate, people now decide where and when to spend their money and their time—the currency of experiences—as much if not more than they deliberate on what and how to buy (the purview of goods and services). And in a world increasingly filled with deliberately and sensationally staged experiences—an increasingly unreal world—consumers choose to buy or not buy based on how real they perceive an offering to be. Business today, therefore, is all about being real. Original. Genuine. Sincere. Authentic.
The Experience Economy: Work Is Theatre & Every Business a Stage (Boston: Harvard Business School Press, 1999).
Goods and services are no longer enough. To be successful in today’s
increasingly competitive environment companies must learn to stage experiences for
each one of their individual customers. Co-authored by Starizon’s
Joe Pine, The Experience Economy offers a creative,
highly original, and yet eminently practical strategy for companies to depict
and stage the experiences that will greatly increase the economic value
of what they offer.
- Order
this Book.
Mass Customization: The New Frontier in Business Competition (Boston: Harvard Business School Press, 1993).
The
Mass Production of standardized goods was the source of America’s
economic strength for generations and became the model for successful industries. Today,
innovative companies are embracing a new paradigm of management – Mass
Customization – that allows them to individually customize their goods
and services at competitive prices or better. Author Joe Pine
offers a thoughtful analysis and commentary on when and how managers in
both service and manufacturing industries can make the transition to this
new business model.
- Order
this Book.