Posts Tagged ‘healthcare customer experience’

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The ROI of Soft Skills Training in Healthcare Customer Care

It’s no secret that, for organizations to be successful, a healthy focus on the bottom line is critical. That goes for healthcare and life sciences organizations as well. Because of this, many organizations focus on ”hard skills” when training their patient support, customer care, or contact center employees. Hard skills are those teachable skills that […]

Guide to Healthcare Journey Map

Your Guide to Healthcare Journey Maps

Healthcare is undergoing a retail revolution as businesses like Amazon, CVS, Walgreens and others increasingly disrupt how patients receive care. Patients, in turn, expect greater ease and transparency in healthcare, and they’re exercising their rights to choose the health systems that provide the greatest ease in navigating their healthcare needs. How can you, as a […]

How to Build a Healthcare Journey Map

You’ve learned about healthcare personas and journey maps. Now you’re ready to create a journey map for your healthcare organization. What’s the process? In our experience of building healthcare journey maps, the most important factor is to have a solid foundation in healthcare. The person who builds the journey map should: Have a strong knowledge […]

patient or healthcare consumer

Your healthcare audience: Patient, consumer or human?

Healthcare marketers used to discuss the “patient experience” within their health system. More recently, however, the focus has shifted to “consumer experience,” and the reason is obvious: retail giants keep pushing deeper into the healthcare space, and they’re bringing retail practices and improved consumer experience with them. Before a person becomes a patient, they are […]

FR 2052a

5 Key Factors to Influence Your Healthcare Website Redesign

When redesigning your public facing website whether you are a healthcare provider or payer, there are a number of key factors to consider on where to focus your efforts to ensure you’re giving consumers-patients-members the best digital experience. As it only takes about 0.05 seconds[1] for users to form an opinion about your website that determines whether […]

Coronavirus

Mastering Customer-Patient Experiences Across Healthcare Websites

Adopting customer-patient centricity across your digital platforms can take shape in various forms and it’s essential to achieve in today’s world, but yet many healthcare provider websites are still organization-centric. Making the shift can be hard on knowing where to begin and the blue-sky approach of keeping the customer-patient individual at the forefront through a […]