All healthcare organizations offer basically the same services. But the REAL difference (the only sustainable one) is how well you define, stake out and deliver on your purpose – which drives the employees who drive your company and deliver (or not) the care and feeding of your customers through their experiences.
Your purpose (the highest aspiration of your brand) powers and guides your organization. Regardless of the size of your healthcare system or hospital, there is nothing as motivating to those who deliver your brand than this purpose. It should be the guidepost against which every consumer-facing move your healthcare organization makes is evaluated.
For IBM, purpose is about building a smarter planet. For Zappos, it’s delivering happiness through “wow” experiences. For Disney, it’s magical family fun entertainment. And for FedEx, it’s peace of mind. And for your organization? If you’re answering along the lines of “making our communities healthier”, you’re missing an opportunity for your organization, your people, your communities, patients and their families to all be more fulfilled than they are today.
Everyone wants to be connected to greatness. To feel deep inside that connection of why their organization brand is great, and that they’re part of making that greatness manifest. If you really do believe that people are your greatest asset, you can’t put too great a price tag on inspiration.
But you need to unearth your purpose, your “greatness” first. And when you do, you’ll reap the reward of more motivation and alignment, more momentum and energy and more emotional connection both inside and outside.