The healthcare space is in flux right now. Regulations are changing; government, corporate, and consumer spending is unsustainable; the system's effectiveness is being challenged; technology offers us promise and complexity; demographics are changing rapidly; and consumer expectations are evolving, with new media channels make it easier to hear them. For everyone involved - insurers, physicians, pharmaceutical companies, hospitals, and patients - it is an uncertain time.
At Peppers & Rogers Group, we believe the way to navigate through these changes is by putting the customer at the center of industry. Healthcare organizations of all kinds will benefit from the current changes that are taking place, if they understand and act on the insights that their customers - healthcare consumers - are telling them. Customer-centric healthcare organizations will deliver better, and more cost-effective care to consumers, build greater customer satisfaction, engagement, and loyalty, and drive bottom-line benefits and long-term market-leading financial performance.
Continue reading "Customer Strategist Marc Ruggiano:
Customer Centricity in Healthcare: An Executive Summit Preview" »