Category: Market Segmentation

You Don’t Define Great Customer Service. Your Customer Does.

My car was in the shop last week and I reserved a car at a neighborhood Enterprise rental location.  About a half-hour before they closed for the day I showed up at their office and stood in a line of four people, all of us waiting to pick up our cars. If you’ve ever rented ...

Segmenting Healthcare: What’s Your Customer’s Currency?

Over the past few years, I’ve spent a lot of time speculating about the emergence of consumer segmentation in the US healthcare market. As background, here are the three main conclusions drawn from previous posts:

More Thoughts on Segmenting Healthcare: Who’ll Serve the “High End” of the Market?

In a few previous blog posts I’ve written about market segmentation in US healthcare.  I’ve made the observation that healthcare delivery companies which once targeted geographies (we are a nation of “XYZ Regional Hospitals” after all) now target demographies.  Witness, for example, Walmart’s bold move into $40 primary care visits ( with a goal of being America’s largest provider of primary care“) and ...

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Segmenting Healthcare into “Luxury” and “Value” Brands… Thoughts On Not Getting Stuck in the Middle.

A few months ago, I wrote about how healthcare is poised to segment according to cost and service levels– and that we will likely begin to see healthcare brands emerge that appeal to price-conscious consumers looking for reliable, basic care. My suspicion was that US healthcare is now facing its “Southwest Airlines” moment, where nimble and lean competitors will soon undercut inefficient legacy ...

Distinguishing Products from Solutions in Healthcare: Remembering the “Job to be Done”

I recently sat down with a surgeon colleague to lament what he described as a “surge” of new patients who had come to his practice with well-defined and specific demands for surgery. Many of these patients had various painful ailments, and all had spent time online researching options. Each one was quite convinced that surgery ...

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The Growth of Doctor Networks: Will “Healthcare Islands” Appeal to Value-Seeking Millennials?

Around the country, doctors are leaving independent practice and joining large groups owned by healthcare systems. It’s a trend: the recruiting firm Merritt Hawkins predicts that if current growth continues, over 75 percent of newly hired physicians will be hospital employees within two years. There seem to be a number of reasons for this consolidation of ...

Budget Boutique Hospitals? Will The Search for Value Lead to Market-Segmentation in American Healthcare?

Years ago, a professor in a healthcare economics course introduced a healthcare adage: never forget, he said, that the way we pay for healthcare—through insurance premiums– distorts the consumer’s perception of value per dollar in healthcare. He meant that the insured pay into the system over time and are indemnified from sticker shock when it ...