🔍 Episode Summary
In this episode, Lisa Osborne shares how Hazelden Betty Ford is redefining the concept of “customer” in healthcare. Traditionally focused on patients, the organization now embraces a broader view that includes donors, alumni, families, and professional partners. Lisa discusses the challenges of shifting internal mindsets, building customer segmentation models, and integrating empathy with data-driven insights—all while staying true to a mission of healing and recovery.
🧠 Key Themes & Takeaways
- Expanding the Definition of Customer: Beyond patients—donors, alumni, families, and referral partners matter too.
- Balancing Empathy and Data: How to keep the human story at the center while leveraging analytics.
- Customer Segmentation & Journey Mapping: Understanding needs, preferences, and behaviors to improve care.
- Operationalizing Customer Centricity: From redesigning admissions processes to creating digital pathways for younger audiences.
- Data Challenges in Healthcare: Navigating privacy, siloed systems, and building trust in data.
- Marketing as Empathy: Why marketing isn’t just promotion—it’s about understanding and connecting authentically.
💬 Memorable Quote
“In today’s market it’s important to be big enough to deliver and small enough to care.” – Lisa Osborne
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