ACKNOWLEDGMENTS

The creation process for The Customer Revolution in Healthcare consists of three concentric circles of effort working in unison. Inside the “bull’s-eye,” Keith Hollihan, Lindsay Morrison, and I produced the manuscript. The middle circle combined the collective efforts of 4sight Health and McGraw-Hill to review, edit, design, produce, market, and distribute The Customer Revolution in Healthcare. The final circle is a vast network of professional contacts with whom I share perspectives, debate policies, explore anomalies, and develop thought leadership. Great writing is a team effort.

INNER CIRCLE

Keith and I worked closely together on my 2016 book, Market vs. Medicine, and collaborate on thought leadership engagements. We have exceptional chemistry. Keith has a Svengali-like ability to understand my thinking, support it with research, and amplify it with creative metaphors. For Keith, great writing is both an elegant dance and a contact sport! He pushes me and the rest of our 4sight Health team to explore new topics, think more boldly, and be more provocative. He’s passionate about making healthcare smarter, kinder, and more just. Keith believes now is the time for The Customer Revolution in Healthcare. Let’s march!

Lindsay joined 4sight Health as our content and marketing director at the end of 2017. With a English degree from Northwestern and a distinguished career in media, Lindsay quickly became invaluable. She organized 4sH’s digital footprint, upgraded our content platform, standardized our business practices, and managed our professional services. Then she turned her attention to the new book. Wow! Lindsay’s unique blend of editorial savvy, content knowledge, and organizational wizardry put our production process into high gear and kept it there throughout. Lindsay is directing 4sH’s marketing, sales, and outreach efforts to spread The Customer Revolution in Healthcare nationwide. When you join the revolution, look for Lindsay’s raised fist going over the barricades.

MIDDLE CIRCLE

The 4sight Health family of contributors were Michelle Lange (graphic design); Nathan Bays, Karen Handmaker, Dave Burda, and Terri Brady (content review); Lalitha Ramachandran (research); Alina Bonn (social media connection); Shannon Morfin (professional outreach); and Amanda Butterworth (logistics). What a team!

My editor at McGraw-Hill, Casey Ebro, leads the charge, with support from a well-trained army of copy editors, designers, and proofreaders. They are a superb group that meets deadlines, thinks outside the box, and delivers a superior product. Casey runs the “business of healthcare” product line for McGraw-Hill. For that reason, Casey is the ideal partner and editor for The Customer Revolution in Healthcare. She knows the subject matter and is part coach, part cheerleader, and part drillmaster, as required, in getting the publishing job done. We are in great hands with Casey!

OUTER CIRCLE

In Market vs. Medicine, I identified a couple hundred individuals from my network who inform and inspire my work across the full spectrum of healthcare activity. That list has only gotten longer and deeper, so I won’t repeat the exercise. What I can tell you is that there are remarkable people fighting every day to fix our broken healthcare system. They’re natural revolutionaries who understand the stakes and are taking up the charge.