HIT Consultant June 1, 2020
Take a look at the social media feeds of your favorite store or restaurant. For B2C brands, social media is, undoubtedly, a “where-it’s-at” customer service platform as much for networking or advertising as for engaging consumers with a personality and story that captures new customers and builds affinity. Now, imagine this same social care experience from your healthcare payer or provider. Why is this such an unlikely scenario?
Undoubtedly, healthcare has room to grow in providing a B2C-type social experience. And these organizations could use the help. Take, for example, the fact that there is a gap in perception between providers and consumers on the quality of experience currently being provided. In fact, a new report from the American Customer...