Empathy is the core to winning trust: Narayana Health’s Abhishek Misra

Marketing healthcare is no easy task—costs are rising, consumers are more vocal than ever online, and trust is fragile.

- Soumya Gupta

How can you take the lessons learned from cutting edge consumer-tech businesses and apply them to a more regulated and cautious sector such as hospitals? Abhishek Misra, country head-brand & marketing at Narayana Health, believes the answer lies in something timeless: keeping the customer at the core. Edited excerpts from an interview:

What lessons have you taken from your previous stints in consumer-facing businesses?

I had the good fortune to work with a bunch of startups and founders, such as Ola, Livspace, and Games 24x7. Looking back on my journey in consumer-tech, three lessons have stood out as universal truths.

First, data-powered personalization isn’t optional. Consumers want brands to understand their unique needs and preferences, and they want it to reflect in every interaction they have with a brand. Whether suggesting products, delivering service or resolving issues—context is king.