Episode 1: Building a Brand Through Service and Hospitality

For our first Drivetime Marketing episode, we’re joined by Jim White, vice president of customer experience at Symphony Post Acute Network.

After spending 26 years in the hospitality industry, Jim was recruited to join Symphony to construct a customer experience program modeled around the hospitality industry for the network’s nursing facilities and newly constructed medical resorts.

Jim’s expertise lies in understanding the nuances of customer service and creating customer experience programs focusing on increased visitation and positive word of mouth recommendation.  While in the casino industry, he created a world-class customer experience program, changing the service culture of the entire organization.  Jim is credited with the creation and implementation of the Symphony’s High Note Hospitality customer experience program and building an NPS-based program with scores comparable to those of luxury resorts.

Patients needing acute care have a choice when deciding where to go. Customer service and the guest experience play an important role in the decision-making. Hear what tricks Jim learned in his casino days that are now making a difference in the business of acute care. Find more about Jim on LinkedIn.

Drivetime Marketing is sponsored by M Partners.