To compete effectively with new, nontraditional market entrants, healthcare organizations need to shift their planning focus, asking “how is the customer doing” and finding solutions for consumer needs, rather than “how are we doing” relative to symmetrical competitors and benchmarked satisfaction scores.
If You’re Not Already Obsessing Over Consumer Experience, Start Now
In today’s crowded and complicated landscape, it takes a lot for a healthcare organization to stand apart. Here are 5 lessons for making experience a priority.
Create a Portrait of the Healthcare Consumer with Unified Digital Strategies
Digital strategists across departments can work together to inform operational planning, build brand awareness, and more.
Marketing’s Important Role in Patient Experience
Healthcare marketers have the important role of making sure patient experience aligns with the organization’s brand and value proposition. Check out these 7 essential elements.
Customer Experience: What You Don’t Know CAN Hurt You
How can a healthcare organization ensure that the experience it’s delivering is a positive one—one that meets consumer expectations for efficiency, capacity, and service? Knowledge leads the way.
Customer Experience is Everything
Customer experience has become a priority for healthcare organizations. But, where’s the best place to start with Experience Design?
Disrupting Healthcare: Building Blocks of Change
Disrupting healthcare starts with understanding the basic building blocks of change and how others have responded to competitive disruption with new business, operating, and service experience models of their own. Among the building blocks are three major technology forces.