The healthcare industry is dramatically changing. It’s happening because of technology, politics, economics, and empowered consumers. Today’s consumer is connected, juggling multiple devices, on the go, and want their voices heard. They crave information and connections—practically in real-time. This is every organization’s new business reality.
Experts and pundits have coined it the “Relationship Era.” As empowered consumers access social and digital platforms to voice opinions, the days of mass, one-way marketing are gone. It’s a two-way relationship now. The healthcare industry, ironically, hasn’t exactly been the best in developing “relationships” with patients, members or consumers. It’s been a bit of a machine pushing you through the process. Whether its doctors with increasingly limited face time or the cloud of uncertainty over insurance fees and processes, the healthcare industry hasn’t gotten high marks in personal relations. But that’s