There are five steps:
Step 1: Converse. Though it’s the first step, you’ve acknowledged that to engage a patient, you need to move away from what your organization wants to say to what they want to hear and achieve. You understand that it’s not your story that matters, but theirs. To this end, you’ve integrated social media platforms alongside your traditional (talking at them) media.
Step 2: Transact. This rung is defined by event-driven characteristics. Your care (their care) is segmented, and the relationship is reactive (they get sick, you respond). This relationship is of limited long-term value to your organization, as it limits your business opportunity to one-off situations. It also limits the value to patients, as you’re merely providing just what they need.
Step 3: Support. Still on the 50 yard line, but closer to where you and your patients want to be. And closer to creating value together. Information and education is available to patients. Communities are formed around specific conditions. And you’re beginning to capture “customer” data beyond the patient.
Step 4: Enable. Your relationship gives patients what they want, when and how they want it. It’s more proactive as you understand the person beyond the patient. It’s not limited to a brand or therapeutic line. Instead, it’s organization-wide.
Step 5: Empower. Patients get exactly what they want, as you solve their jobs to be done. You maximize your business opportunity, become their trusted resource and earn their loyalty. The relationship is collaborative, open and evolving. It’s the ultimate win-win, as both patients and your organization grow stronger.