Insights on Today's Healthcare Consumer

How Leveraging Patient Engagement Increases Loyalty More Than Traditional Marketing

Posted by Alana Jenkins on Tue, Jul 30, 2019

When looking to increase patient loyalty, hospitals and healthcare providers can take a page from loyalty leaders in other industries. In the hospitality industry, for example, Marriott International has built a loyal following by focusing on customer experiences. Marriott’s APAC VP of Digital, Loyalty, and Portfolio Marketing Alan Tsui says, “Customer experience is innately about human to human connection, and the sum total of all the touchpoints—online and offline, engagements and exchanges a customer makes with us from start to end.”

But how can healthcare providers make these same, meaningful connections?

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Tags: Patient Engagement, Psychographic Segmentation, patient loyalty

The Rise of Retailers & How Hospitals Can Compete

Posted by Alana Jenkins on Tue, Jul 16, 2019

Is your hospital ready to take on retail-behemoths like Amazon and Walmart? What about the combined forces resulting from the CVS-Aetna and Cigna-Express Scripts mergers? Many may not be, based on Kaufman Hall’s analysis of 2018 patient volumes at 600 hospitals. The healthcare consulting firm found that “Volume trends demonstrated consistent underperformance relative to last year, with a few indicators showing increasing underperformance.”

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Tags: Psychographic Segmentation, patient loyalty, retail healthcare

What Different Psychographic Segments Are Looking for When They Interact With Your Medical Practice

Posted by Alana Jenkins on Tue, Apr 23, 2019

Positive patient experiences have been called the ‘Holy Grail’ of healthcare—and for a good reason. “Today, patients have more care options than ever before,” writes Holly Ragan in D CEO Healthcare. “And with non-traditional providers coming out of the woodwork, healthcare systems are in need of new approaches to create patient experiences that are second to none.”

So, why the focus on patient experiences? Because each interaction has the potential to build or bulldoze patient loyalty.

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Tags: Psychographic Segmentation, Patient Experience, Self Achievers, Direction Takers, Willful Endurers, Balance Seekers, Priority Jugglers, patient loyalty

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