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we have full pdf detailing trends related to provider, payer, patient

Definition of consumer. Drivers of consumerism. Survey asks about wellness, information resources, tradition health services, alt health services, insurance, health policy. Most people believe money is being wasted (broken down as to why). People want more [online] information and tools. Consumerism Drivers: *Changes in health conditions and associated costs (chronic, lifestyle) *Changes in financial exposure to costs (insurance plans, employers pushing costs increases to end-users) *Increased dissatisfaction with the status quo from providers & insurers (access, understandability, safety, quality, efficiency, costs, service) *Increased adoption of disruptive innovation (technologies, retail health, alternative medicine, concierge models, et al) *Increased attention to health reform

Provides United as example of a plan who segmented retirees into 7 distinct groups. Also characterizes Optum's 12 dimensions of assessing customers, and 7 segments of involvement in health based on their survey. 1. Assured Active: Goes to the gym / exercises constantly. Doesn't perceive the need for health care 2. Progressive Preventer: Thinks about health holistically. Considers education, culture, spiritual dimensions, and non‐traditional medicine as part of the balance of health 3. Trusters: Like the health care systems as it is. They think primary care works - they like traditional office visits (don't mind the wait), etc… 4. Uninvolved: They avoid the health care system at all costs. They may say that cost is their primary concern, but are primarily disengaged because they don't want to change their behaviors. 5. Strivers: Workaholics, many corporate executives. They have high blood pressure, obesity, stressrelated issues. They know they should do more for their health. Want convenience, hate current system (too much wasted time!) 6. Motivated Seeker: Unhealthy. Multiple chronic conditions. They follow their doctors' advice and are extremely engaged. They maintain as good a lifestyle as they possibly can given their poor health 7. Overwhelmed: They've been broken by their condition(s). Typically have low health literacy. Often in Medicaid. Not comfortable talking about how they don't take care of themselves.

Telecom and hospitality industries have raised expectations. Social media a more accepted touch point. Self-service up to 45% of interactions. Customer interaction management - know the customer (single voice/view of customer - SVOC) - customize the experience (perform analytics to customize) - deliver seamlessly Defining SVOC: profile, preferences, relationships, interaction history Customer analytics can help, and you can score your maturity: * In the basic stage, organizations focus on capturing and reporting on customer data. The reporting may be 30, 60, or 90 days old, but it is better than having no data at all. * In the emerging stage, organizations can take data and transform it into information, with context, relevance, and an enterprise-wide perspective. * In the established stage, organizations implement behavioral analytics-based models and start to receive tangible benefits from their analytic capabilities. * In the leading stage, organizations are able to analyze data quickly and provide real-time analytic insights on the customer. Benefits: cost, performance, customer satisfaction

We have full pdf. Many trends, several with consumer implication: - power customer replaces consumer power - social information lifeline - renegotiation of consumer trust - changing channels