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Healthcare Companies Should Design Patient Experiences Like Customer Experiences

Forbes and Yohn hit many of the critical tenants of optimizing customer engagement – start with the member, not the provider or payor, as the table stakes have risen and the member has the power of choice…manage the entire experience, improving isolated touchpoints is not enough and can still result in an overall bad experience…and the member experience is an outcome of the entire ecosystem consisting of organizations, technologies, devices, and other stakeholders.

We are absolutely starting to see start-ups gain market share by taking an innovative build from scratch, drive to IPO attitude toward the healthcare industry – from product and provider network development to the technology rich ways they market, sell and service across the healthcare provider ecosystem they have created.

The convergence of member-ism and innovative technologies make customer engagement the new front lines of competition and when the sea change comes, it will happen in a blink of an eye.

Source: https://www.forbes.com/forbes/welcome/?toURL=https://www.forbes.com/sites/deniselyohn/2017/02/15/healthcare-companies-should-design-patient-experiences-like-customer-experiences/&refURL=&referrer=