Nine Strategies in Engagement & Experience for the New Reality Demanded by the Insured Consumer & Patient.
It’s the consumer demand for the Amazon experience that is beginning to drive expectations and experience in health care. Secondary to the headline question is, are healthcare providers prepared for that new marketing reality? Like anything in life and business, some are, but the majority is not. But be that as it may, it would seem that healthcare consumer or patient engagement is not a part-time or some of the time activity comprised of hit or miss events. My goodness, there are over 147 engagement and experience touchpoints with the insured consumer and patient with the hospital or health system. So when all of the interruptive outbound marketing that goes on with silly messaging of we have the best doctors, our nurses care more, etc., no wonder the insured consumer and patient roll their eyes during the engagement and experience process when reality meets fantasy. What engagement should be viewed as is the opportunity to create, foster, and nourish a on...