We do a lot of monitoring of and writing in the healthcare and patient empowerment space here on the Mozzaz blog; so, when we came across an article detailing how customer service in 2015 is going to be the best year for consumers, ever, we couldn’t ignore it.
The article, which details five ways customer service is set to ‘explode’ in 2015, talks about how customers are no longer going to wait on brands to give them the information they need. Rather, people are looking for ways to rapidly acquire the information they want from their favourite brands by using channels of communication available through their smartphone.
What does this mean for healthcare? Well, it’s not a stretch to imagine that people with chronic conditions are still doing everyday things like shopping – so it’s also safe to assume that these people are using their devices to seek empowerment.
If brands are ramping up to give customers the tools they need to make informed decisions then healthcare better take notice; people know what they deserve and they’re willing to go to your competitors to get it.