Customer engagement model: transformation
Customer engagement model: a deep transformation
With the emergence of digital technology enabling different and complementary interactions with customers, the healthcare sector is having to rethink the way it interacts with its customers, and therefore its customer engagement model. Even healthcare professionals are changing their behaviour and informing themselves differently, leaving less room for the traditional and historic physical interaction, even if face-to-face contact remains essential. This change is taking place in different ways in companies, and is not always easy to bring about, because it often requires a rethink of both the organisation and the way of working, and therefore training, and this is sometimes the most complicated thing to bring about.
Depending on your business strategy and priorities, I can help you implement this change step by step.
-Orchestration of channels according to personas and strategic objectives
-Creation of content tailored to each communication channel
-Establishing KPIs and measuring customer satisfaction
-Optimising the use of CRM to make the most of data
-Set up an acceleration programme to open up the company to innovation
Putting you in touch with healthcare start-ups
-Acculturation/training of teams
If you want to find out more, take a look at my latest Linkedin posts on the subject, which I generally do every week!
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