Diffusion of Innovation & Customer Experience Management
Per the text, health care consumers vary in their willingness to adopt new product offerings, with some being quicker to adopt than others. Suggest the key reasons why you believe these variances exist. Provide a rationale with at least (1) example of a situation or scenario that would support your response.
Assess the importance of Everett Rogers’ Diffusion of Innovation Model as a tool for understanding the product adoption tendencies of health care consumer. Provide at least two (2) specific examples of Everett Rogers’ Diffusion of Innovation Model being used in a health care organization with which you are familiar.
Examine the potential mutual benefits that are afforded to health care organizations and their respective customers’ populations when health care organizations design and manage all-encompassing customer experiences. Provide an example of such potential mutual benefits to support your rationale.
Appraise the value of the innovation guidance for the assembly and management of customer experiences provided by Bernd Schmitt’s CEM framework. Provide at least two (2) specific examples of CEM framework that apply within a health care organization with which you are familiar.