The Hospital Steve Jobs Would Have Built
“If the Apple Store opened a hospital it would look like the Walnut Hill Medical Center in Dallas,” says Carmine Gallo, author of The Apple Experience: Secrets to Building Insanely Great Customer Loyalty. The new Walnut Hill Medical Center in Dallas is taking a ground breaking approach to hospitalization, in every way, from the design to the emphasis on customer service. The new $100 million, eight-story full service facility was inspired by many of the fundamentals that underlie the creation of the Apple store experience. A few of the unique adaptations include ideas like using a a psychological survey intended to measure “aptitude for caring and service” in their hiring process; emphasizing emotional connections and building relationships with customers; providing ipads for patients with videos, materials, and tools to make it easier to communicate with staff and to learn about their conditions; and interior design choices that “enhance a soothing, healing environment” such as large windows throughout the hospital, with views of parks and trees.
Source: Forbes.com, March 26th, 2014.
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