Keeping Consumers Engaged—The ‘How To’

Consumer engagement is top of mind for many reasons. Engaged consumers are consumers who have a better "experience." Engaged consumers are activated consumers who take part in managing their health. Engaged consumers give provider organizations a significant edge over their competitors (see Successful Self-Direction Is Successful Consumer Engagement and Consumer Engagement = Performance).

Invest in an up-to-date electronic health record—No strategic plan can be successful without the resources and infrastructure to support it. To properly manage consumer engagement and experience, you can't just focus on the consumer's experience when they are in the same room . . .