Nrc Health · NASDAQ:NRC
Nrc Health — Conference Presentation (March 2019)
28 slides from Nrc Health's conference presentation, March 2019
Slide 1: Competing with the Amazon “Wow” Factor
Competing with the Amazon “Wow” Factor Achieving digital excellence to enhance the healthcare journey 1
Slide 2: 2
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Slide 3: Our flight plan
Our flight plan Objectives: ①Describe how micromoments impact the consumer experience and how to reduce the friction and pain in the healthcare journey ②Identify the five brass rings of digital excellence and how digital can enhance the overall experience ③Define the importance of the digital front
Slide 4: The crew for our journey
The crew for our journey Kelly Kavanaugh, MBA Grace Jones, MA Chief Strategy Officer Consumer Branding Director Dayton Children’s Dayton Children’s 4
Slide 5: Digital journey
Digital journey 80% Their expectations for a successful experience is typically not shaped of healthcare by healthcare consumers are competitors, it is influenced by their shaped by the likes of Apple, Google, digital journey. Amazon and others as standard-bearers of a frictionless digital journey.
Slide 6: Net consumer sentiment
Net consumer sentiment +78% +24% +10% AMAZON UBER APPLE RETAIL HOSPITALS -21% SOURCE: Upward Customer Experience Sentiment (5/17, n=200) -47% 6
Slide 7: Hospital consumer experience
Hospital consumer experience positive 22% CONSUMER negative SENTIMENT 69% neutral 9% 7
Slide 8: Why Amazon wins
Why Amazon wins “I would define Amazon by our big ideas, which are customer centric — putting the customer at the center of everything we do – [and] invention.” Jeff Bezos Amazon Founder and CEO 8
Slide 9: Amazon consumer experience
Amazon consumer experience positive 83% CONSUMER SENTIMENT neutral 12% negative 5% 9
Slide 10: Amazon consumer experience
Amazon consumer experience positive 83% consumer sentiment neutral 12% negative 5% 10
Slide 11: Maya Angelou quote
" People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou 11
Slide 12: The best customer service
The best customer service We're no longer competing with the best experience in our respective categories. We are competing with the best experience a consumer has ever had. 12
Slide 13: 5 brass rings of digital excellence
5 brass rings of digital excellence FRICTIONLESS+ DISCOVERABILITY SEAMLESS > INFORMED > ON-DEMAND > FRIENDLY + + VALIDATION INTUITIVE GUIDEDCARE ANTICIPATORY PERSONALIZED HELPFULNESS 13
Slide 14: Consumer-centricity at the core of strategy
Consumer-centricity at the core of strategy patient + digital experience strategy 14
Slide 15: The Patient Will See You Now quote
“Healthcare will be less frustrating when the power shifts from sellers to buyers, and when the patients are more in charge.” “…The essence of the new era of medicine… is powered by digitization, with the smartphone as the hub… the common thread is the power of information and individualization.” Fr
Slide 16: The healthcare journey
The healthcare journey MILLENNIAL MOM THE CHO (Chief Health Officer) 72% of millennial moms have DEMOGRAPHICS. % submitted product reviews: When it comes to health and welines, Jessica sees hersot as vainacrbelna saedara sal Ape caagy 16a KGRRSOORY the family's Chief Health Officer. She does at of r
Slide 17: Health care digital journey
Health care digital journey 17
Slide 18: Consumer journey: 80 micromoments
Consumer journey: 80 micromoments 18
Slide 19: Pain points
Pain points Waiting Inefficient/repetitive Navigating Proactive updating Cost administrative the system and communication transparency requests
Slide 20: Empowered
Empowered 20
Slide 21: Expectations
Expectations 87% of healthcare consumers 81% visit websites Digitally-based consult search engines at their from their mobile convenience is expected time of need — Google is the phones. by millennials answer to every question. 89% of millennials 43% of millennials choose texting as their preference
Slide 22: their journey doesn’t start inside the hospital
their journey doesn’t start inside the hospital 22
Slide 23: Ratings and reviews
\) Ratings and reviews find a doctor rier by ratings and reviews SO KOK A Dayton suney wiozhs Bis kK kk Dayton Survey WI9e Je I kK bayron suey s0/29N0 oved that we got in early for the ep Michael C. Albert | Spinal Surgeon | Dayton Children’s Hospital hitps:www.childrensdayion org/doctorsimichaet-al
Slide 24: Video-enhanced bios
Video-enhanced bios 81% visit websites from their mobile phones. 89% of millennials are active smartphone users. Over 50% of consumers no longer have home phones. 24
Slide 25: Facebook LIVE gives access to our experts
Facebook LIVE gives access to our experts 25
Slide 26: Reducing pain of wait
Reducing pain of wait Px dayton children’s patients & visitors | health care professionals | community Q y a : earch locators contact healthcare options wait times Dayton Children's emergency, urgent care and express care centers are the only centers in the Dayton region solely focused on the care a
Slide 27: Digital engagement
\) Digital engagement HRHEALTHYROSTER ON-DEMAND ATHLETIC TRAINING HR Healthy Roster Introduction i |
Slide 28: Thank you
Thank you 28