When I meet with executive teams and talk about focusing on consumerism, I generally get the response that the organization is already "all about the consumers". But the traditional "caring philosophy" that many provider organizations have had for years is not enough. Consumerism—defined as the promotion and protection of consumer interests (see Consumerism)—is creating new strategic challenges (and opportunities) as the role of consumers and consumer perceptions reshape the delivery system. Why is the impact of consumerism on the rise? I see five key developments reshaping the field . . .
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