This post is part one of our three-part “Consumer on the Street” video series, where we traveled the Western United States and Canada to ask people for their honest health care opinions and experiences.
We asked people on the street to tell us about retail brands and experiences they like and why. We then asked them how their health experiences compare to their favorite retail brand experiences and what health care leaders could do to move the industry toward a more personalized future.
Here are some of the highlights:
Favorite Retail Brands
“[I like] companies that invest into the people that are their consumers. It creates a beautiful cycle.”
“I like AirCanada. They make you feel that you’re noticed, that you’re part of them, and that they make sure that they’re doing every step of the way to help you.”
Shopping for Health Care
“I honestly can’t think of a health care brand that gives me the same warm feeling in customer service, that feeling, ironically enough, of really being cared for.”
“I’m so dependent on other people telling me what I want and what I need. Whereas when I go into a store, I can read and I can get solid facts right there for the price that I’m paying.”
Making Health Care Personal
“I think if health care companies made it more of a family feel, as in, we’re a health care company for your family, welcome to our family, we’re all in this together, we’re all part of a larger family, that might make it […] a little more warm.”
“My health care experience is very personalized. I know my doctor by first name and he takes really good care of me and talks to me like an informed consumer.”
