Customers or Patients? Effective Strategies for Building Brand Loyalty
The focus on patient and customer experience in healthcare is not a new concept, but one that has been catapulted to the forefront of many healthcare organizations given the recent focus on healthcare efforts over the past few years. Although the patient and customer experiences are distinct, when it comes to these experience type programs, there is no clear delineation between the two. Healthcare systems combining the two experiences and not considering the individual outputs are missing the mark on an experience and what that truly means. Being strategic in defining programs for each individual experience and orchestrating them together creates an overall positive experience. Whether you are a large healthcare system or private practice, serving an urban or rural population, a payer, a pharmaceutical company or a medical technology firm, the healthcare customer experience is a key focus for industry leaders looking to compete in today's market.
- Describe how core focuses of the patient experience differ from those of the customer experience in the healthcare arena
- Discuss common challenges faced while building differentiated patient and customer experience programs and solutions to overcome those challenges
- Identify the delivery functions necessary to include in a health system’s Enterprise Performance Team