Building new muscles to win—and keep—individual customers for life.
ACA-mandated offerings and consumer choice are driving a new focus on price. So health plans need to attack premiums from all angles, such as channel effectiveness, medical cost management and operational excellence.
Meanwhile, the new retail market means that, as plans depend more on individual customer loyalty, they have to excel at service and engaging consumers. Like other retailers, a health plan has to understand what the customer values to offer a leading service experience.
How can you create moments that matter for savvy shoppers while still meeting competitive price points? Can your current technology support the new data flows that meaningful and rewarding customer interactions will require?
To appeal to consumers in the short-term, target attractive price points. To get consumers to stick by you, give them an ongoing experience that sets you apart. For plans at each stage of this evolution, there is a choice of solutions to help you find the way there.
See Thinking forward for more insights on this issue.