"As long as **we define our competition only in terms of our product**, namely superior clinical outcomes, we will see our competition as other hospitals that are doing no better or worse than we are. That thinking breeds a false sense of security since, as we have seen, **patients judge us along very different quality dimensions than we judge ourselves**. "If Disney ran your hospital, you would **define your competition for customer loyalty as anyone the customer compares you to**." --- **Tags** -- [[quotes]], [[customer-feedback]], [[customer-experience]], [[client-service]], [[competition]], [[capitalism]], [[law-firm-business]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]