Applying the Zappos model to healthcare

Others have written about what healthcare can learn from online retailer Zappos—but it’s worth taking another look at how Zappos’ core values can be applied to any organization, whether a small family practice or a multi-billion-dollar health system. Even billing services and other medical-service organizations can apply the customer- and culture-focused lessons that are at the core of Zappos’ growth and success.

First, a disclaimer: this article isn’t meant to imply that healthcare organizations aren’t already applying these values. It’s simply an examination of how a successful organization in another field approaches the challenges that healthcare providers also face—attracting and retaining talent, building and maintaining a healthy and productive culture, and strengthening customer satisfaction (or in the case of healthcare, patient satisfaction) through exceptional service.

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