Better outcomes = Managing the Entire Customer Experience. ZMOT, UMOT and the Patient Journey

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Change brings out the best, worst and everything in-between in both people and companies (after all, according to Citizens United, companies are people.) Pharma, health care in general, hospitals, ACO’s, all are now forced to share the same overarching objective: patient outcomes. This shared objective has become the single greatest stimulus for panic, opportunity and innovation I have ever seen. Many among us thought digital changed everything! (It did.) But “outcomes” and “Meaningful Use 2/3” are seminal moments of change that are radically altering the landscape of how we think, how we sell, how we create and keep our customers. So consider the simple yet confounding formula everyone is wrestling with:  better outcomes = managing entire customer experience. This post is…

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