The Economist writes about Intuit’s disruptive plans:
America’s health-care industry, says Steve Bennett, Intuit’s chief executive, is a great white space in which Intuit can do some disrupting. The system is broken, he argues, because it’s a third-party payer system. Most other rich countries have some form of single-payer health-care system (such as Britain’s NHS), which may have its drawbacks but at least keeps paperwork down for patients. America has a fragmented industry of private and public insurers and providers, each with an incentive to pass the buck to somebody else in the chain, which leaves patients with long paper trails of confrontational forms and huge anxiety.
Intuit’s name for the yin element personified by Mr Cook is customer-driven invention. Intuit has small armies of researchers who follow, literally, people home to watch them do thingsstruggle to complete their hospital claims, for instanceand then bring back the tales to head office for some out-of-the-box thinking on how to improve this. Intuit thereby comes up with answers to questions that consumers themselves do not even know to ask. The yang elementin essence, Mr Bennettis called net promoter: an obsessive methodology for measuring how happy customers are and for making them even happier so that they recommend the product to friends, becoming, in effect, Intuit’s unpaid salesforce.