The Amazon Effect

This week Eric Anderson, Clearwave Chief Operating Officer, discusses the Amazon Effect and the impact it is having on healthcare.

Today, I’d like to talk to you about the Amazon effect. Jeff Bezos understood long before anyone else that consumers love self-service, and they place a high value on their time. Why am I talking to you about this? Because at Clearwave, we deliver on patient’s expectations for self-service and convenience.

Amazon had $178 billion in revenue last year, 566,000 employees, and over 310 million active customers. But, you know what’s interesting? Not one of those 310 million customers ever came in contact with any of those 566,000 employees. Forrester did a study that found that 77% of consumers say valuing their time is the number one thing a company can do.

And an even more staggering statistic, 90% of consumers expect self-service options. So when you put those two things together, what does that mean for healthcare providers? It means you need to offer self-service patient registration, and you need to value your patients’ time.