Commercializing Consumer Engagement
A Blueprint for Engagement in the Healthcare Industry
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step by step cookbook approach
- Dennis Robbins, PhD
the infrastructure for supporting a culture shaping process is all here
- Dennis Alimena
this book is a path to that (customer experience) knowledge
- Tim Gilchrist
REALLY like the "Things-to-be-done verse experience" chart
- Vince Lasorsa
a guide for actionable plans
- Erik Johnson, Digital Marketing Director
an essential and timely book
- Joanna Ellis-Escobar
Help for Healthcare
Healthcare Essentials for Engagement
It is critical to understand people in order to engage them as consumers. By connecting consumers with relevant content and interactions, your build a foundation for health engagement programs to flourish.
We look at how consumers think and make decisions in order to build relevant experiences and interactions that influence their engagement in their health.
Chapter One
Understanding Healthcare
Consumer health
Industry shifts
B2C and consumerism
Challenges
Opportunities
Consumer centricity
HealthScape
Chapter Two
Consumer Behaviors
The Mind Molecule
Decision making behaviors
Engagement states
Social influences
Customer experience
ZMOT in healthcare
Chapter Three
Best Practices
Thoughtful methodology
G.O.S.T model
Strategies
Go to market planning
Concept life cycle
Chapter Four
Planning
Process: Goals to Launch
Setting goals
Current state assessment
Desired state realization
Readiness analysis
Gap analysis
Implementation plan
Chapter 5
Implementation
Implementation stages
Concept governance
Incident Management
Performance management
Cultural Rejuvenation
Interaction management
Personas
Experience mapping
Consumer profiling
Data plane model
Chapter 6
Model and Uses
Health management
Information management
Sales management
Content planning
Chapter 7
Final notes
Localization
Retail and health
Partnering opportunities
Innovation integration
Forms Library
Templates and tools
Use Case Template
Consumer Profile Form
Gap Analysis Forms
Persona Template
Journey Content Worksheet
Content Mapping Template
Content Matrix
Engagement Maturity Model
The Testimonials
People have found the techniques and information in this book useful and relevant.
Enjoying the connections to customer service and culture shaping. The infrastructure for supporting a culture shaping process is all here [Chapter 4]. This is good stuff Bob.
This book is exactly what the health care industry needs right now! As the industry transforms, winners will be the experts on customer experience, this book is a path to that knowledge.
Commercializing Consumer Experience is a must read for anyone in healthcare or anyone that wants to come to healthcare to help fix it.
Yurkovic hits the bullseye with insightful perspectives on actionable consumer engagement. Leveraging his experience and insight, the author blends an Eagles Eye panoramic view with a step by step cookbook approach. His tantalizing recipe blends the right ingredients, processes and methodologies to make engagement effective and sustainable.
Digital marketing and automation is essential for the healthcare community to interact and engage the population. This follows basic steps on what you need to do and why.
An essential and timely book, tackling a topic that's imperative to the health industry's understanding of their customers. I have no doubt this book can change the face of the industry, allowing for better engagement with customers and, ultimately, offering us a better way to live.
Purchase Your Book
Available through Amazon, Barnes & Noble, iTunes, and lulu.com in paperback and ebook formats. Prices are subject to change by the distribution channels at any time.
Published 2015 (1st edition) and 2016 (2nd edition)
RECOMMEND BUYING THE SECOND EDITION ON LULU
Updated chapter on behaviors and other updates.
About The Author
Bob is a business and technology hybrid driving better business models through digital transformation (digital health, customer experience, culture/mindset, engagement solutions, and technology integration). He combines strategy, customer/market focus, operations, and technology expertise for businesses so they can survive and grow amidst market disruption, changing consumer needs, and immediate challenges in healthcare.
