An industry already being redefined by insurgent competitors and changing payment models has endured the pressure test of the pandemic and seen disruption and digital adoption accelerate as never before. We see a once-in-a-generation opportunity to make loyalty central to its mission.
From earning consumer trust to establishing brand relevance, technology and care models are evolving to create patient experiences that increase retention and belonging. Providers and payers are re-engineering how they connect with their customers to earn their loyalty through this time of change.
Between the challenges of episodic care, patient allegiance to individual doctors over networks, and consumer disengagement towards insurance companies, “loyalty” in healthcare might appear aspirational. But these shifts in the industry and in the expectations of its consumers are making it a must-win battle.
Healthcare organizations, once relatively insulated from disruption and competition, face stark new realities. Retailers, tech titans, and digital insurgents are looking to remake parts of healthcare. To drive loyalty and reduce the risk of customer attrition to companies like Walmart, Amazon, and Teladoc, traditional healthcare payers and providers must raise their game, making consumer engagement the high ground of this emerging landscape.