In this episode, I am joined by Dr. Stowe Shoemaker, PhD, to discuss the intersection of hospitality and healthcare and how healthcare providers can learn from the hospitality industry. He defines hospitality as providing an incredible experience that makes customers feel like family and want to return. The conversation explores the critical drivers that create a good customer experience in healthcare. Tune in to discover the valuable insights that can improve the healthcare experience for patients.

Show notes: 

[00:02:09] Critical drivers for customer experience.

[00:05:37] Knowing and understanding the cost of service.

[00:08:29] Hospitality deficits in healthcare.

[00:13:08] Building trust in hospitality.

[00:20:16] Redesigning the patient waiting area.

[00:25:37] The Cleveland Clinic’s patient experience.

[00:30:08] Evaluation and guest feedback.

[00:32:05] Loyalty and reward programs.

[00:37:24] Providing incredible customer experience.

[00:40:49] Loyalty fundamentals and pricing.

More About Dr. Shoemaker:

headshot of Dr. Stowe Shoemaker

Stowe Shoemaker, dean of the William F. Harrah College of Hotel Administration photographed for Premier Magazine on August 24, 2016. (R. Marsh Starks / UNLV Photo Services)

Dr. Stowe Shoemaker (Ph.D., Cornell University) served as Dean of the William F. Harrah College of Hospitality from 2013 – 2023.  While dean he held the Andrew and Peggy Dean’s Chair at the University of Nevada, Las Vegas (UNLV). He is an acknowledged expert in pricing, revenue management, consumer behavior and customer loyalty programs.

Dr. Shoemaker has served as an advisor to numerous hospitality service providers over the course of his career including British Airways, Accor, Hilton, Landry’s and Hyatt.  He has helped game developers test market new casino games (both slots and table games), developed pricing strategies, developed programs to measure customer satisfaction, modeled the success and failure of marketing programs, and developed segmentation strategies based on consumer motivations in the gaming, lodging and restaurant industries.

Dr. Shoemaker has published two marketing textbooks, Marketing Leadership in Hospitality and Tourism: Strategies and Tactics for a Competitive Advantage and Marketing Essentials in Hospitality and Tourism: Foundations and Practices, and his research has won numerous awards.

Since 1996 Dr. Shoemaker has served as a member of the executive education faculty at Cornell University where he has taught courses in strategic pricing, revenue management, strategic marketing for hotels and restaurants, and customer loyalty.

Dr. Shoemaker has also applied his knowledge of hospitality to help healthcare professionals improve patient satisfaction.  He has held a joint appointment at MD Anderson Cancer Center in Houston, TX and worked with Memorial Healthcare Systems, Houston. His third book Hospitable Healthcare: Just What the Patient Ordered will be published in Spring 2023.

Resources from this Episode: 


Dr. Shoemaker’s LinkedIn

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©2019 Karen Litzy Physical Therapy PLLC.
©2019 Karen Litzy Physical Therapy PLLC.