When you visit a doctor, you expect him or her to measure your vitals before delivering care, not just make a guess based on general knowledge. Visiting a physician in person is the best way to get direct feedback on your health and to create future plans. The Harvard Business Review detailed how more companies in the healthcare industry try to recreate this experience online through personalization engines.
Many industries implement personalization into their daily practices and can learn from medical companies. Knowing vital data about a patient – such as their age, weight and medical history – is paramount to providing advice, creating unique medical products and planning insurance coverage. Your business should take a page out of the healthcare book and prioritize consumer care management with the same degree of focus.
“The more data available to patients, the better equipped they are to make health decisions.”
The benefits of medical personalization
HBR shared the examples of websites where consumers can plug in their details to receive advice on how to maintain a healthy diet or find the most affordable care in their area. These digital data processing engines allow health matters to be dealt with through self-service, and individuals can then use this information when meeting with doctors.
The more data available to patients, the better equipped they are to make health decisions. At the same time, personalization helps ensure the information they find applies to them so they can narrow their search. This ability to focus research and data is not just beneficial to patients, it can help doctors and other medical professionals. The Journal of the American Medical Association said hospitals waste hundreds of billions of dollars due to overtreatment or failure to perform crucial procedures, according to FierceHealthcare. The patient information visible in medical systems should help doctors make smarter plans and avoid costly and dangerous mistakes.
One problem the healthcare industry is beginning to overcome is a lack of trustworthy information. Patients may lie about their habits or medical histories, so medical professionals turn to wearable devices, sensors and integrated systems to provide reliable data.
Taking your consumers’ pulse
Many businesses in today’s market benefit from products able to report their own performance. Smart devices and other connected goods can tell businesses when it’s time to perform support or replace merchandise. Add this information source to new communication channels and online platforms, and it’s obvious that almost every industry has access to more consumer data than ever.
This information can help business personalize consumer care and other business interactions. It may take smarter customer relationship management software technology or back-office service outsourcing to help sort through it all, but most brands should consider treating customers the way doctors treat patients.