In Healthcare segment of service providers usually people are happy with the actual diagnosis / treatment but people are usually unhappy with all what it takes to avail the healthcare service. What it takes means proper pre-consulting guidance, administration , registration, payment and waiting during consultation. In case of In-house patients support and facilities for family attendant , visitors are inadequate as it is not considered core services and therefore ignored.
Now lets leave aside the industry and look at across the industry. Core product and services are given required attention but everything else considered secondary are mostly ignored. Insurance policy features are great but agent will mis sale , call center will mis handle, claim settlement will be delayed , real estate developer will built class project but companies fumble at sales team , buying process and journey , post buying journey and possession.
Imagine a restaurant serving mouth watering food but ambiance , hygiene , waiter attire and training , queue management are not in sync - what will be the fate of the restaurant?
I have seen in spite of core product i.e food is tasty and talk of the town but unless all other peripheral aspects are take equal care of restaurant going out of business.
Therefore the question is what is the starting point and ending point of product and service your enterprise is offering? From where customer journey begins and where it ends? Every enterprise must know this as customers are equally concerned with all peripheral experiences that the business offers while offering its core product and services. & most critical ignoring this aspects can make or break the business in this new experience world we all are living in.