How OrthoCarolina drives strategic growth through a human-centered experience for patients, practitioners and employees

In this episode, Blair Primis, CGO, and Catherine Anderson, director of experience, discuss how OrthoCarolina treats experience as a growth strategy. They define experience as the feeling created for three stakeholder groups — patients, practitioners and employees — and explain how trust, differentiation and consistent “walk the walk” execution drive retention, referrals and employee engagement.“It’s up to us to make sure we’re giving the patients that delight and finding those memorable moments to surprise them so that human touch and human-centered approach connects them and they build trust,” Anderson said.