There is a fantastic example of customer experience differences being demonstrated during this pandemic. As more people can get vaccinated and more locations open to provide them, we see a stark difference between the customer experience by location, even though the vaccines being given are the same and the delivery method is the same.
While I am certain this is not 100% true, it has been my experience and those of many people I have talked to, so I am using it as an example.
In general, the medical community is not particularly customer centric. Their job, as they see it, is to provide medical expertise as needed to help solve the issues the patient is having. Surgeons are probably the extreme example of lack of “bedside manner.” As vaccines have rolled out, the initial location to get them has been a hospital or other medical center or the county medical center. The experience has been good, and most people report it takes about 45 minutes to an hour to get in line, get their “jab” and wait to make sure there are no immediate side effects.
As the roll-out has expanded, pharmacies have joined the available locations including chains like CVS and retailers with an in-store pharmacy like Wal-Mart. People who have their “jab” at those locations report a 15–20-minute total time for the same process.
How is it that retailers can do it so much faster? Simple, they care about customer experience more than hospitals and county medical centers do. Yes, even Wal-Mart, which is not really known for customer experience anymore, beats the medical community hands down.
How can retailers do it? Because it is in the DNA. Why can’t medical centers/hospitals do it as well? It’s not even part of their thought process much less a priority. Every process is perfectly constructed to produce the results it does. Medical processes are not customer centric. Retail processes should be and compared to medical processes they clearly are.