Customer Experience: A Generational Perspective

Customer Experience: A Generational Perspective

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.