The healthcare industry is undergoing a transformation like never before. In an era of insurgent competitors and changing payment models, the COVID-19 pandemic acted as a pressure test, accelerating the pace of disruption and digital adoption. Now, there’s a unique opportunity for healthcare to make loyalty central to its mission.
From earning consumer trust to establishing brand relevance, the industry is evolving in profound ways, reshaping patient experiences to boost retention and a sense of belonging. Both healthcare providers and payers are re-engineering how they connect with their customers to earn their loyalty during this time of unprecedented change.
At first glance, the concept of “loyalty” in healthcare may seem aspirational. The challenges of episodic care, patient allegiance to individual doctors over networks, and consumer disengagement toward insurance companies are indeed significant hurdles. However, the evolving landscape of the healthcare industry, coupled with changing consumer expectations, is turning loyalty into a must-win battle.
Traditionally, healthcare organizations enjoyed relative insulation from disruption and competition. However, that reality is changing rapidly. Retail giants, tech behemoths, and digital insurgents are eyeing opportunities to reshape various aspects of healthcare. To maintain their competitive edge and reduce the risk of customer attrition to companies like Walmart, Amazon, and Teladoc, traditional healthcare payers and providers must elevate their game. Consumer engagement is becoming the high ground in this emerging landscape.
If you’re intrigued by the changing dynamics of loyalty in healthcare and want to delve deeper into this topic, consider downloading the eBook from the source where this information was obtained.
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