Customer experience lessons from Walmart

Many people talk about the patient centricity of today’s healthcare. We like to think of it as the consumerization of medical care. And considering the tonnage of marketing produced every day by a retail leader such as Walmart, we believe that there are lessons...

Healthcare consumers have been “primed”

An essential factor to consider in the patient experience is what we call “priming” of the consumer. Because of Amazon Prime, the patient as a consumer now has a different level of expectations. They expect immediate responsiveness, credibility, empowerment, tools,...