Operating on the customer's heart

Hugh Burkitt

It is a cliché in marketing that the customer should be at the heart of the business, but how does it feel to be the customer when your heart is being operated on? Hugh Burkitt recounts his encounter with the business end of healthcare and health insurance: dealing with the British National Health Service and Aviva Healthcare.

Operating on the customer's heart

Hugh Burkitt

How does it feel to be the customer when your heart is being operated on? Hugh Burkitt describes his recent encounter with the business end of healthcare.

It is a cliché in marketing that we must put the customer at the heart of the business, but I recently found that my heart was at the centre of someone else's business. I needed an operation to repair a leaking aortic heart valve. Two organisations have helped put me back at my desk - the NHS and Aviva Healthcare - and I am profoundly grateful...

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