Healthcare is Human: 4 Reasons to Invest in Interaction as a Marketing & Branding Strategy

Despite the important conversations we’re all having about our changing healthcare landscape, one thing remains constant: old-school customer service still reigns.

Having overseen a busy call center in a large academic medical center for many years, I know those over-the-phone touch points are among the biggest moments of opportunity to build lifetime customers. In fact, a call between a patient or consumer and a member of your staff is more than a touch point. It’s a brand moment, and it is often the customer’s first experience with your brand. Its potential to build relationships—or impair them, depending on how things are handled—should not be underestimated……