patient experience, customer experience, retail healthcare, social influence, healthcare consumers, communication technology, generational experiences, service delivery, convenience, MinuteClinic, healthcare costs, baby boomers, millennial, gen xer's, patient satisfaction
Michael Howe, former CEO of MinuteClinic, is an expert on retail healthcare. In this exciting new paper, Customer Experience: A Generational Perspective, he explores the social influences and characteristics of the four generations currently having the greatest impact on the healthcare system: Greatest Generation, Baby Boomers, Gen Xer's, and Millennials. Howe discusses the challenges for healthcare providers in managing care for each generation. The paper includes a case study on MinuteClinic and concludes with customer service tips to improve the generational healthcare experience.
Related Body of Knowledge courses: History.