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Retail Consumerism

A “sticky” proposition.

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.


Thinking forward

  • Retail reigns in health care: The rise of consumer power and its organization & workforce implications
    Is your organization and workforce ready to meet the demands of “retail health care”? Deloitte’s health plans paper discusses the emerging trends of the health care retail environment and how to align your organization and workforce to excel in this new market.
  • Retail consumerism: Price wins customers. The consumer experience keeps them.
    The new retail market for health insurance makes competing a two-stage proposition—win consumers on your health plan’s value proposition, but keep them based on the right consumer experience. Learn more about our current thinking on the retail consumer experience and the opportunity to win customers for life.
  • A view from the Center: Health plans: Are you ready to retail?
    It’s a challenging time for health plans as the ACA hits the industry full throttle. The good news in such a sea of market and regulatory changes is that when a beacon emerges on the horizon―something certain, significant, and pure―it typically drives focus and positive energy.
  • Will they come? Consumers and health insurance exchanges: Awareness, preferences and concerns
    Deloitte’s 2013 consumer survey reveals a lack of awareness around health insurance exchange (HIX) details and worries about cost. Engaging and informing consumers can help to convert interest into enrollment.

Watch, listen and learn

  • Consumer behavior over lab results: The power of lifestyle-based analytics
    Register for the October 21 webcast.

Related links

  • Health Sciences Practice
    Industries we serve.
  • Deloitte Center for Health Solutions
    Health care insights start with research.
  • Health Care Current
    Read this week's summary.

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