The Digital Front Door Disconnect

Customer Experience = Digital Front Door = New Customers + Customer Retention

This ‘formula’ for revenue success was front and center today during The 2024 OPEN MINDS Strategy & Innovation week in New Orleans. The revenue math is simple.

First, customer experience matters in health care.;94% of consumers are willing to switch provider organizations if they have a ‘poor’ experience (see;Why Your Digital Front Door Is More Relevant Than Ever In 2024).

Second, consumer digital experience is more important than ever. 60% of consumers do online searches before selecting a provider organization and 94% use online reviews (see 42 . . .