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Psychographics: A Key to Delivering Consumer-Centricity and Superior Results in Healthcare

Whitepaper presented by:

Upfront Beckers

Experienced healthcare leaders know that being consumer-centric is more than shifting costs and granting patients more choice and options in their care. Consumerism means delighting patients and surpassing their expectations with personalized experiences so they want to come back when the time comes in which a hospital is needed.

Psychographics have been used for decades by consumer products manufacturers and retailers, which has conditioned consumers to have higher expectations regarding products and services. Healthcare leaders must learn to take a page or two from the “consumer playbook” and develop strategies that are informed by deep consumer insights.

This report covers:

  • The first Moment of Truth, when the healthcare consumer is “shopping” for a hospital and is making a decision on where to receive care services.
  • The second Moment of Truth, when the healthcare consumer experiences the hospital’s services.
  • Touchpoints that strengthen or detract from that brand experience.

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