About the Book

Written by internationally acknowledged experts in the customer and patient experience movement, this book clearly outlines the principles and development phases of a great customer experience transformation.

Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for its performance and customer satisfaction.

Demonstrating how Community General was able to achieve its cultural transformation, the book presents valuable lessons learned that can be applied across a wide range of industries.