Navigating forward: Prioritize a more consumer-centric future

Surround consumer with personalized ecosystem

COVID-19 has exposed needs in the care ecosystem. Consumers need reassurance care is necessary, safe and won't create financial harm. To keep individuals engaged, CMOs must adopt consumer-centric strategies or face greater challenges of declining health.

This article discusses how to guide your organization by:

• Expanding outreach to all consumers, regardless of their health status
• Exploring all factors influencing outcomes through consumer segmentation
• Meeting consumers when and where they are — and in the ways they prefer
• Utilizing both traditional and nontraditional measures of success

Focus on consumerism not just as an industry trend, but as a mandatory care delivery tenet to reap the rewards of positive sentiment, increased engagement and strengthened bonds today and beyond.