Cybercitizen Health U.S. – Health Customer Experience: Moving Brands from a Broadcast Mindset to a Customer Experience Focus Cybercitizen Health® U.S. 2015 Bottom Line Report

As the locus of control in healthcare decision-making shifts from providers toward the consumer, the patient experience is emerging as a potential key differentiator for pharma brands. This report explores evolving patient attitudes toward and expectations of customer service, how these may impact medical decision-making, and how brands might design for a high-quality patient experience.

Questions answered in this report:
• How does customer experience factor info consumers’ medical decision-making and health outcomes?
• How are consumer expectations of the customer experience changing?
• What do patients expect from pharma when it comes to customer experience?