Summary
Forrester surveyed 60 executives in healthcare to understand the state of customer obsession in the industry and to determine how companies can improve. We found that the state of customer obsession in healthcare is poor and uneven. We also uncovered key strategies to help healthcare firms at each level of maturity improve: Customer-aware firms should adopt new habits, customer-engaged ones should embed customer obsession into their DNA, customer-committed ones should build customer goodwill, and customer-obsessed firms should ensure their future fitness. Take our customer obsession assessment to determine your healthcare firm’s level of maturity, then use our advice to improve.
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