April 18, 2019

By Dan Hammond, Chief Disruption Officer, LIW

At a recent event I was facilitating something hit me hard.

A number of groups in this healthcare company were looking at the experience of their patients in order to deeply understand it and optimise it.

The key was to reveal not just the physical journey but the true, emotional one and capture insights on Post-Its.

One note said: ‘I feel like I’m a burden.’

Bam! How awful for that patient and how perceptive of this team to feel their pain and to put it into words.


What does this mean for leadership?

Do you really feel your customers’ experience? Can everyone in your organisation put themselves into your customers’ shoes and feel what they feel?

This requires not just thinking about your customers – that’s the easy part – but thinking like them.

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