U.S. health care providers have 10 million newly insured patients to serve this year. That’s 10 million customers they don’t know much about, which makes innovation all the more important. We’re already experiencing a first, technology-driven wave of transformation — electronic health records, mobile phones, sensors, and telemedicine robots are making care more effective and efficient. Now it’s time for a second wave, one that’s propelled by customer needs. Health care organizations must turn to patients, and the people who care for them, for help envisioning the future.
Bringing the Customer’s Voice into Medicine
Patients’ ideas can make health care safer and more effective.
November 24, 2014
New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.
Learn More & See All Courses
New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.