The two industries I serve are all about tangible, measurable and definitely quantifiable outcomes.
Take it from the top Joe. Healthcare and Financial Services (all of them). Yet when we talk to the powers that be soft-skills is looked upon as an expense of operations.
Now for the conundrum. Patients and clients alike demand better business core skills. What happened to soft-skills? Newterminology my friend. And no I am not going to try to influence your perspective with fancy word work. Research is the universal answer to either industries denial of this FACT!
More than 90% of these participants said they had been at least somewhat satisfied with the care they received, and most of them rated the outcome achieved as the most important influence on their satisfaction. However, when we mapped the factors that participants said influenced their satisfaction against their reported levels of satisfaction, we found that the empathy and support provided by health professionals (especially nurses) had a stronger impact than outcomes did (Exhibit 2). Satisfaction levels were also strongly influenced by the information the participants had been given during and after treatment”.
Myths of consumerism:
Myth #1. Healthcare is different from other industries. Consumers don’t bring the same expectations about customer experience to healthcare that they bring to retail or technology companies.
Myth #2. Consumers know what they want from healthcare companies and what drives their decisions.
Myth #3. Most consumers research their healthcare choices before making important decisions and then make fact-based choices based on their research.
Myth #4. Now that consumers are paying more for their healthcare, premium price is the only truly important factor in making a purchasing decisions.
Myth #5. Almost all consumers have a primary care provider (PCP) and are highly reluctant to change doctors.
Myth #6. Retail clinics will remain a niche health solution
Myth #7. Only young people are using technology to manage their health and healthcare needs.
Myth #8. Most people are willing to trust insurers to store their health records.
…and now for the rest of the story. Identifying intangible assets by identifying tangible results!
Article written by Jenny Cordina, an expert principle in McKinsey’s Detroit office. Rohit Kumar is an associate principal in its Chicago office. Christa Moss is a consultant in its Cleveland office.
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Ronald M. Allen