Becker's Healthcare September 12, 2019
Amazon’s formal entry into the healthcare space sent shockwaves across the industry. The digital service giant’s joint venture with JPMorgan Chase and Berkshire Hathaway, called Haven, has sweeping ambitions for the healthcare system. As articulated by CEO Atul Gawande, MD, Haven’s goal is “to make healthcare better for all Americans.”
To consumers, that may sound like an encouraging promise. To healthcare leaders, it’s an unmistakable opening salvo from a new — and powerful — competitor.
Health system leaders are right to be concerned. Amazon’s commitment to customer satisfaction is legendary. It pioneered the concept of customer obsession, using deep consumer intelligence to map out every phase of customers’ decision-making, becoming one of the world’s most efficient customer-acquisition machines.
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