Reports

Humanizing Brand Experience: Healthcare Edition – Volume 4

In our fourth year of this groundbreaking study, we’re excited to deliver the most comprehensive and clearest pre-post COVID-19 view of consumer, brand and experience needs in the healthcare industry. Informed by more than 30,000 consumers and with rankings of more than 200+ brands across the country, this report highlights how consumer needs have (and haven’t!) changed as they’ve navigated healthcare through the pandemic. Don’t miss it!

Brought to you by our partnership with SHSMD/AHA*

Humanizing Brand Experience – Healthcare

Vol 7 is now available!

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A year of unimaginable change.

COVID-19 exposed the cracks in the health care system and beamed a harsh spotlight on the consumer experience weaknesses that were already plaguing the industry pre-pandemic. Despite the chaos and upheaval of this year, the fundamental human needs from health care remain the same.

How consumers ‘think’ and ‘feel’ when making decisions about health care brands has not changed—it is only what they ‘do’ with us that has shifted in a COVID-19 world.

With our exclusive partnership with AHA (American Hospital Association) and SHSMD (Society for Health Care Strategy and Market Development) we bring comprehensive research and healthcare insights to your organizations and leaders, in this complimentary report now in its 4th edition.

New areas of exploration in this year’s report:

Which experience weaknesses led to decreased category engagement, opening the door to nontraditional competitors
Disruptor brands are outperforming legacy healthcare brands; they will continue to leap ahead and create real business risk as healthcare brands look to recover
COVID-19 didn’t treat everyone equally: how income, geography, and age impact health care engagement
Which experience weaknesses led to decreased category engagement, opening the door to nontraditional competitors
Disruptor brands are outperforming legacy healthcare brands; they will continue to leap ahead and create real business risk as healthcare brands look to recover
COVID-19 didn’t treat everyone equally: how income, geography, and age impact health care engagement
How to overcome care delays reaching a new level, thanks to old deterrents and new safety concerns
Strategies for building trust in a seemingly trust-starved world
What does reassurance and security entail in today’s health care landscape
Adopting virtual care (and tools) for the long term
What consumers are seeking from innovative brands
There are multiple paths to the top: trust and clinical expertise is just as valuable in creating powerful experiences as a more human, people-centered approach

Executives across healthcare organizations can leverage these insights to guide strategy and tactics as we bring people back to healthcare and rebuild business in the post-COVID-19 world.

Creating a more human brand experience has never been more critical to success in our industry, and this playbook unlocks the opportunities that you can leverage today and tomorrow within your organization.

"Patients don’t always know whether they’re getting really exceptional clinical quality or not – but that’s now how they measure their experience. They measure it by how we treat them."

Executive Vice President and Chief Quality Officer, Health System

Monigle - HBE Vol. 4 - Child and grandmother

Monigle - HBE Vol. 4 - Child and parents

Partnership Details: *Monigle, with AHA (American Hospital Association) and SHSMD (Society for Health Care Strategy and Market Development) has formed a first-of-its-kind partnership to bring our Humanizing Brand Experience Vol 4 report to healthcare organizations and their leaders. Together, the organizations are working to provide this data to guide strategy and tactics as we bring people back to healthcare and rebuild business in the post-COVID-19 world.