6. 5
Technology bound to play
an important role in
integrated as well seamless
experience
7. There is certainly an opportunity waiting to be leveraged out of these
changing consumers as early as now – and differentiate
First, we need to understand what’s really unique about healthcare
delivery.
RICHER &
EDUCATED
FACT 1
DEMANDING
Perceptions are more important than reality, loyalty is more important
than satisfaction, courtesy is more important than efficiency, and
experience is more important than service.
OWNERSHIP Mc Kinsey Research
FACT 2
FOCUS
ON When people are considering seeking healthcare services, most of us
PREVENTION
unconsciously turn detective, looking for evidence of
TECH competence, caring and integrity – processing what we can see and
SAVVY understand to decipher what we cannot.”
Clueing in customers
HBR,2003
8. There is certainly an opportunity
waiting to be leveraged out of these
changing consumers as early as now
and differentiate ……