How are Amazon and Yelp conditioning consumers to expect the same experience when they become patients?
People don’t stop acting like customers when they need medical treatment. They expect the same comfort, speed, accuracy and satisfaction they get from their favorite stores and online vendors.
But healthcare isn’t a new pair of shoes. The stakes are much higher. Patients may want the same experience as retail customers, but their expectations for care management and outcomes are much higher.
That’s why patient experience (PX) is more than just a catchphrase—it’s the critical factor healthcare marketers must embrace to succeed.
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