No company or organization is immune from the relentless drive toward improving customer experience. That drive extends across all industries and categories and the customer sees no industry silos.
The continuous resetting of expectations has, of course, made it to the healthcare industry. If healthcare organizations are going to view their enterprises as customer-centric organizations, they must see the wide range of expectations that are set across the entire ecosystem. It is key to recognize that the patient experience has to be developed from higher than the internal department level, or the inpatient unit level, or even by the clinical transaction being executed. Consider the impact on Southwest Airlines if ONLY their baggage handling system had received a mandate to be customer centric?Read More