Title: The New Customer Experience
Topic: Staying Relevant in a Changing Eye Care Economy
COPE ID: 52292-PM
Duration: 1 Hour
Summary: Except for new medical technology, the process of delivering eye care has remained relatively unchanged for the past 50 years. The routine of scheduling appointments, checking patients into our offices, measuring visual function and determining an eyewear prescription is the same now as when our most seasoned colleagues completed their training. Our profession has recently seen a disruptive challenge to the way we deliver eye care with virtual, online and mobile eye exams. While these new controversial delivery models are being evaluated in the legal arena, what is not being questioned is how we as consumers are shopping. The internet has changed the retail experience, and the subsequent threat to traditional brick and mortar business has now given way to a completely interactive experience with online, mobile and traditional shopping, all occurring in the retail space. For our practices to compete for this new economy, and for the next generation’s business, it becomes imperative that we become relevant, creative, and efficient, while offering a unique shopping experience. The New Customer Experience: Staying Relevant In A Changing Eye Care Economy presents a vision for the future of eye care delivery including how we design, build, and operate our practices. We’ll discuss the power of branding and storytelling, the impact of the millennial shopper, how the new interactive retail experience might look, and what the most innovative companies in the world are doing today to stay at the forefront of offering an engaging customer experience.