2. Outline
How leading companies adapt to change
Patients as consumers
Customer centric design
Online communications best practice
How research can help
6. McDonalds Challenges
Major shifts in consumer attitudes and behaviour
Healthier eating style
Obesity epidemic concerns
More nimble competitors
7. Market Research Guides
Change
Tracking advertising, consumer sentiment, behaviours
Weekly dips
Large quarterly studies
Change underway 2 years before Supersize Me
11. Patients Are Consumers
Google opens access to medical information
Self directed healthcare
Other medical companies are marketing directly
Service experience is a key differentiator
Experience is coloured by marketing expectation
12.
13.
14. Role of Market Research
What is the current reality?
Quantify patient expectations
Qualify shift in patient attitudes
Make small changes and measure effectiveness
15. Existing Radiology Research
Rise of boutique or concierge medical care
Waiting time largest concern
Interpersonal skills
Radiologist only mentioned by 10%
Turning Crisis Into Opportunity — Challenges Facing Radiology in the 21st Century
By Jim Knaub, Radiology Today, Vol. 8 No. 15 P. 10
38. Referring Doctor Customers
Micro marketing - make something special for small
groups to differentiate
Simplify and wrap personality around your service
Options and control
40. There is a Huge Opportunity
Consumerisation is an unexpected challenge
Research can help identify & track opportunities
Incorporate customer service into care
Shine in a increasingly competitive marketplace
41. How pureprofile Can Help
Recommend agencies & MR firms
Reach your current and potential customer base
Deliver targeted communications
Create dialogue
