You probably have never, ever wondered how running a post
acute medicare care network is similar to running a casino, but Jim
White’s done just that. He shares how he built up a keen
understanding of the customer experience in his gaming career and
how he brought that forward to working with seniors and
others. So we've kind of copied some of those services, but
really the insight to any customer experience is to tie into
somebody's emotional state, because people make decisions based on
how they feel. In healthcare that's very prevalent. But even
in the gaming industry, if they feel good about the time that they
spent in your building, if they had a great meal, whether they lost
money or not, if they feel good about everything that happened, at
the end of the day, they're going to recommend you. They're going
to come back and they're going to have a great experience. The
parallel really is the connection into the feelings.