Claude Waddington has recently published an inspiring LinkedIn article on “Elevating Customer Service: The Synergy of Multichannel Support, Ethical Marketing, and CRM Integration” focusing on patients as “consumers”.
I really enjoyed the opportunity to be challenged on the “patient = customer” thinking at a discussion with Mark Doyle and a virtual audience earlier this year. Summarizing my rationale, those are my 6 reasons why the patient is the pharma customer …
Disney and healthcare are worlds apart in what they do. While healthcare is largely a utilitarian service offering (i.e., patients need a problem to be… Read More »5 Things Healthcare Organizations Can Learn From Disney
A really inspiring example about how watching and listening to reality needs can funnel into innovation … here a small piece of technology plus a… Read More »Reality inspiring innovation
Anthony Pannozzo, SVP Experience and Service Design at Continuum, outlines the challenge of balancing the emotions experienced by clinicians and patients in healthcare settings.