What hospital brands can learn from french fries
This communicator challenges readers to consistently exceed expectations with positive experiences. If it works for her favorite fast-food joint, it’s worth your organization giving it a try.
I love french fries.
I love salty fries, crispy fries, curly fries, waffle fries and cheese fries.
As intensely as I love these potatoes, I recognize I am ever so slightly north of my thirties. Translation? My metabolism is sluggish, and I’ve considerably limited my indulgence.
When I do treat myself, I head straight to McDonald’s, because I know the fries will:
Be hot.
Have just enough salt.
Come in a little sleeve that fits perfectly in my car’s cup holder.
A home run, every time.
In it for the long haul
I can count on McDonald’s french fries, because I am the textbook loyal customer. My expectations drive my behavior. I’ve been conditioned to believe I will receive a consistently positive experience, and because I do, I’m loyal.
As marketers, we know making customers happy during one single transaction or experience isn’t enough to build loyalty. We must meet—and exceed—our customers’ needs and expectations during each engagement.
In health care, this typically means a significant journey.
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