Consumers, mobile and the healthcare brand experience

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In an earlier post about mobile and the healthcare brand experience, we wondered whether at some point in the future, customers might have a mobile-only relationship with a hospital or healthcare system. Consider too that mobile isn’t just another channel, it’s digital, search and social, all wrapped into one.

Here, in a recent Modern Healthcare interview, Bruce Broussard, CEO of Ky.-based Humana talks about the mobile evolution they’re undertaking. He states that mobile devices play a key part in engaging with the patient around a health outcome, being able to service them and give them the transparency of choice, or the ability for physicians to make a decision about care on the fly with a mobile device.

You don’t need a crystal ball to see that healthcare customers are increasingly mobile. Or the inevitability of a mobile-first customer journey. For the hospitals and healthcare systems that respond first, the prize should be a tri-fecta of greater customer engagement, satisfaction and advocacy.

Eric Brody

Eric Brody is President of Trajectory, a brand consulting and marketing agency specializing in creating momentum for customers, brands and businesses across the related categories of health, wellness and beauty.

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