Customer Service, Consumer Experience & Consumer Engagement: Keys To Competitive Advantage

The focus on the "consumer" in health and human services has changed over the past decade. Consumers pay more and choose more. We expect by policy and practice for consumers to do more about their own health. And a consumer’s actions (or lack of action) can affect the “value equation” of health and human services.

Just a note – Before you think about sending me a note about using the word “consumer,” I will readily admit there is no perfect word. Patient comes from the Greek and French and means "enduring without complaint." We also have customers, clients, members, users . . .