The full article can be read on LinkedIn Healthcare Pulse
Meeting customers and patients “where they are” is already shaping up to be the healthcare consumer and patient experience mantra of 2018. Consumers are starting to demand it as their tolerance for slogging their way through the system of care decreases.
Marketers across industries have pivoted from old push/pull methods of customer interaction toward customer-centric engagement. This requires a deeper understanding of customer motivations to anticipate 'next best actions' to create an experience customers value. The past few years have brought a greater understanding to the customer journey and better data and analytics to improve the customer experience. Healthcare is also adopting practices from outside the industry.
Healthcare marketing now has the tools, the talent and the momentum to make real headway in 2018.