Another key feature of today’s marketplace is that customers have evolved – and fast. This evolution has been fueled by an explosion in customer expectations. Customers now call for integration of information across multiple channels and multiple touchpoints. They want companies to have a presence not just throughout a certain city or region but on a global scale as well. They get frustrated when an operation is not 24 by 7. Oh, and they expect companies to not only immediately serve current needs but – more importantly – anticipate future ones. Most of all, these customers are the most informed in the history of the world. They are completely inundated with information on all levels. There are more kinds of media and more channels within each media category dedicated to specialized interests. Plus, no longer are customers just passive consumers of information. The Internet has made it possible for users to also be generators of information in a continuous feedback loop, thus adding to the glut of available information. Indeed, largely because of the ubiquity of information available on the Internet, everyone can be an expert. The healthcare industry coined the phrase “Tested Internet Positive” to describe consumers that go to their health care professional already armed with a wealth of information to make a diagnosis. Consumers have higher expectations and less patience with complex processes. They know that it’s possible to get what they need instantly at a price they want to pay from a company halfway across the world, so the traditional differentiators don’t apply. Companies must constantly raise the bar. This is all to say that customers today are more powerful than they have ever been…
When you boil down all the stuff it leads to just one simple thing: Infinity takes a different perspective on technology than all our competitors. We see technology as BUILDING the brand (or the firm or whatever), not SUPPORTING the brand/firm. It's the secret ingredient: that's why we say &quot;imagine the possibilities.&quot; Infinity is clearly -- most definitively -- a consulting firm; however, it is not necessarily the technology itself that's important, its what you do with the technology that creates a sustainable competitive advantage.
More Informed/Smarter Consumers/Patients More access to information Holistic and preventive medicine Green and eco trends, driven by desire to be more healthy Communities for sharing information, knowledge, ideas
Enabling Healthcare Solutions BIOMEDevice Forum - Keynote Panel