With a focus on providing high-quality, lower-cost care, the healthcare industry has been looking to the retail industry for strategies used to engage and empower consumers. Lessons learned include how to use the retail setting as a medium for providing care and how to engage consumers outside of the care setting by using technology.
What is often neglected when assessing retail industry tactics is their core competency of using data insights to motivate and incentivize changes in consumer behavior. Connected Health solutions provide streams of valuable information that can be mined and analyzed to achieve business objectives.
Perficient's healthcare and retail experts demonstrated how data can be leveraged to:
-Transform passive recipients of care into active participants in care
-Mass customize messaging aligned with population health initiatives
-Achieve outreach objectives that convert unknown consumers into patients/members
-Improve care and lower healthcare costs
2. ABOUT PERFICIENT
Perficient is a leading information
technology consulting firm serving
clients throughout North America.
We help clients implement business-driven technology
solutions that integrate business processes, improve
worker productivity, increase customer loyalty and create
a more agile enterprise to better respond to new
business opportunities.
3. 3
PERFICIENT
PROFILE
Founded in 1997
Public, NASDAQ: PRFT
2014 revenue $456.7 million
Major market locations:
Allentown, Atlanta, Ann Arbor, Boston,
Charlotte, Chicago, Cincinnati, Columbus,
Dallas, Denver, Detroit, Fairfax, Houston,
Indianapolis, Lafayette, Milwaukee,
Minneapolis, New York City, Northern California,
Oxford (UK), Southern California, St. Louis,
Toronto
Global delivery centers in China and India
>2,600 colleagues
Dedicated solution practices
~90% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
4. 4
INDUSTRIES
Healthcare
Financial Services
Life Sciences
Retail & Consumer Goods
Automotive & Transportation
High Tech
Telecom
Energy & Utilities
Manufacturing
Media & Entertainment
PORTAL
Portal Frameworks
Search
Security
Web Analytics
Web Content Management
Social & Collaboration
Mobility
Experience Design
INTEGRATION
Integration Frameworks
Cloud Architecture
Reference Architecture
Application Integration
Enterprise Application Integration
Service Oriented Architecture
Process & Content Integration
Business Process Management
Complex Event Processing
Rules Engines
DATA & CONTENT
Business Analytics
Business Intelligence
Predictive Analytics
Reporting
Structured Data Management
Data Integration, Quality & Governance
Enterprise Data Warehouse
Master Data Management
Product & Information Management
Unstructured Data Management
Big Data
Content Intelligence
Content Management
Enterprise Search
CUSTOMER EXPERIENCE
Customer 360
Multi Channel Enablement
Relationship Management
Social Engagement
Commerce
Marketing Strategy Implementation
Order Management
Supply Chain Management
Service & Support
Managed Hosting
Sales & Service Support
Customer Service, Sales Force Automation
Experience Design
Strategic Roadmaps & Envision Workshops
User Research & Metrics Analysis
Creative & Interaction Design
Custom & Responsive UI Development
Digital Marketing
Search Engine Marketing
Online Advertising
Content Strategy
Conversion Optimization
Management ConsultingBUSINESS OPERATIONS
Corporate Performance Management
Budgeting, Forecasting & Planning
Business Analysis & Predictive
Analytics
Enterprise Business Solutions
Oracle EBS
Vertex Tax Solutions
Human Resource Solutions
Employee Portals
Human Resource Management
Talent Management
Enterprise Social Platforms
Social Strategy
Lync Unified Communications
Office 365
Management Consulting
OUR SOLUTIONS PORTFOLIO
5. 5
SPEAKER INTRODUCTIONS
Melody Smith Jones, MBA, Manager, Connected Health
Melody leads connected health solutions for Perficient. She has
more than 12 years of experience integrating technology solutions
into marketing and loyalty strategies, and has specialized knowledge
in the implementation of collaborative technologies, business
intelligence, and CRM.
Jim Hertzfeld, Consumer Markets Practice Director, Perficient
Jim has more than 20 years of experience in technology strategy,
architecture and delivery. He has provided client leadership to
enterprise systems and strategic initiatives at companies like
Target, Luxottica and Honda. His areas of focus include
commerce, digital marketing and complex systems integration in
the consumer markets.
7. 7
50%
of CONSUMER
INTERACTIONS
...while those that deliver
poor experiences
underperform by more than
45%.
Companies that prioritize consumer
experience generate 60% higher
profits than their competitors
Percent of consumers that get
frustrated when presented with an
inconsistent experience across
channels
65%
MORE
THAN
Increase in
Consumer
Retention
Increase in
Company
Value
10% = 30%
Firms that deliver superior
customer experiences have
outperformed the S&P 500
index by 30% over a six-
year period...
What the retail industry
has learnedâŚ
multi-channel journey
occur during a multi-event,
+60%
- 45%
+30%
86%
Consumers who are willing
to pay more to get a
better experience
32%
Online adults that
trust ads in
any channel
8. 8
350,000
7,000,0
00
2013 2018
âNothing would result in improving the health of the
population (and decrease healthcare costs) more
than having greater involvement/engagement by
individuals in the healthcare process.â
e-Patient petition to the ONC
52%
Believe mobile health
would make healthcare
more convenient
hospital readmissions
that are preventable
Patients more
likely to follow
treatment protocol if they
received encouragement
from doctors between visits
Consumers willing to pay
more for customized
health plans
50%
75%
42%
Telehealth
Use Worldwide
60%
Adults that track
their weight, diet, or
exercise routines
9. 99
Rising Consumer
Expectations
Amazon, Zappos, Facebook,
Apple, et al are redefining
service, speed and
ease-of-use
Continual
Connectivity
Adoption of digital channels
is driving demand for choice
and connectedness
Organizational
Velocity Wins
Tech lowers barriers to entry
and increases speed; slow
response invites disruption
Abundance of
Consumer Data
Requires competency in
turning complex data into
business insight
CONSUMERS CHANGING THE
HEALTHCARE LANDSCAPE
10. 10
Healthcare-adopted retail tactics:
⢠Using the retail setting as a
medium for providing care
⢠Engaging consumers outside of
the care setting with technology
What is often neglected:
⢠The retail core competency of
using data insights to motivate
and incentivize consumer
behavior
RETAIL TACTICS IN HEALTHCARE
11. 11
Connected health solutions are, in and
of themselves, streams of valuable
patient information.
Healthcare can use intelligence to mass
customize messaging for population
health and converting unknown
consumers
This data can help determine passive
recipients of care and glean patterns
that help transform passive recipients
into active participants.
With the use of mobile we can also tap
into the data consumers already collect:
⢠1 in 3 adults track health
indicators or symptoms
⢠1 in 3 caregivers track their
loved ones health indicators or
symptoms
Health Research Institute. Social media likes healthcare: From marketing to social business.
14. 14
THE CONNECTED CONSUMER
Relentless competition
Price transparency
Pervasive technology
The shopperâs journey
The consumer is in control
1
2
3
4
5
17. 17
<<all purpose technology image>>
Pervasive
Technology
The confluence of operational and
consumer technology is driving massive
efficiency gains and a highly informed
consumer.
18. 18
The Shopperâs
Journey
The routes that consumers take to
engage with brands and retailers are
increasingly nonlinear, complex, and
unpredictable.
19. 19
The Consumer
is in Control
The informed, empowered, and
connected consumer is setting the rules
of engagement for brands and retailers.
21. 21
Customer Experience
Recognize and react to every consumer
touchpoint â physical and digital â as
opportunity to build your brand and develop
loyal customers
22. 22
Omni-Channel
A means of simplifying the customerâs
path to purchase by providing consumers
with the same exact service and
products, regardless of the initial contact
method chosen.
24. 24
Leveraging Data
90% of the data in the world today was
created in the last two years. The problem
is not how to get it â itâs what to do with it
once you have it.
25. 25
Digital Transformation
The realignment, or new investment in,
technology and business models to more
effectively engage digital consumers at
every touchpoint in the customer
experience lifecycle.
26. 26
RETAIL + HEALTHCARE
compliance
telemedicine
prevention and treatment
classification of diseases
health plans and provider collaboration
loyalty
omni-channel
browsing and buying
categories of products
manufacturer and retail collaboration
29. 2929
⢠Transform passive recipients of care
into active participants in care
⢠Use data insights to motivate and
incentivize changes in consumer
behavior
⢠Better insight into patient/member
âconversionâ and reasons for attrition
⢠Deeper understanding of patient and
population needs for tailored
campaigns
⢠Visibility into patient/member behavior
including digital and mobile adoption
⢠Superior patient/member satisfaction
and higher loyalty
⢠Consistent customer experience across
channels
Patient/Member 360 Strategy =
Higher Revenues by Leveraging
âGrow With Meâ Opportunities
31. 31
Social Networks
Householding
Internet
Avatars
Business
Name/Address
Email
Product/Services
Consumer Contact
Preferences
Legal Contact
Preferences
Knowledge
Based Key
External
Keys
Psychographics
Employment
Census
Market/
Economic
Safety and
Security
Financing
Purchases/
Ownership
Income
Savings and
Investments
Hard Assets
Employment
Assets and
Income
External
Affiliations
Grouping
Interests
Demographics
Dynamic
Demographics
Preferences
Demographics
Biometrics
Static
Demographics
Name
Personal
Name/Address
Phone
Contact
Information
Ratings & Reviews
Subscriptions
Requests/Uploads/Downloads
Call Center
Infotainment
Observed
Actions
Blogging
31
35. 35
STEP 2: STRATEGIZE
Organization Strategy
Marketing
Strategy
IT Strategy Strategic Service
Line/BU Strategy
Digital Strategy
Content
Strategy
Social
Strategy
Mobile
Strategy
Loyalty
Strategy
Mission & Vision
36. 36
STEP 3: EXECUTE
Information Search
⢠Facebook
⢠Pinterest
⢠Twitter
⢠YouTube
⢠Search Engines
Search Results
⢠Content Hubs
⢠Blogs
Content
⢠Health Information
Library
⢠Symptom Tracker
⢠Health Quizzes
⢠Blog Posts
⢠Chronic Condition
Management Tools
Conversion
⢠Schedule a Class
⢠Find a Provider
⢠Find a Location
⢠Make an
Appointment
37. 37
STEP 4: MONITOR
⢠Develop a bond
between your
identity and the
potential new
patient
⢠Consumer has
been successfully
converted to
a patient
⢠Create familiarity
⢠Create favorability
⢠Utilize conversion
tools
⢠Promote your top
service lines
⢠Engage
consumers with
content
⢠Use web content to
drive awareness
Identify
Prospect
Create
Awareness
Convert Relate Earn
100%
70%
40%
30%
20%
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