They've got to expand the pie.

Historically, these esteemed institutions have been able to rely on their reputations. Now they understand that they must provide exceptional service, in addition to their clinical performance.

Hospitals and physicians historically have not done a good job with customer service. But there's a sense at some of those hospitals that we need to change because our competition is changing.

For whatever reason, we have gotten away in the healthcare industry with acting very, very poorly towards our customers.

It's accelerating, particularly for primary care physicians.

I'd certainly welcome him to the upper echelon of the fashion world. I'm pleased to see it, too.