Through our Customer Experience Strategy Development Framework, we determined the most critical interactions, or “Moments of Truth,” customers have with their health insurance carrier. This new way of thinking informed us on how health plans fit into individual’s lives during stressful and emotional life changing events.
The end result was a Customer Experience Strategy that included tactical initiatives and a roadmap to deliver a simpler, more personalized customer experience.
This project has been so successful, people have gone, well, a little nutty. When our client was having a bad day, we left her a candy bar with a special note.
She said we made her day. That made ours.
Andrew Reise Consulting was engaged by a large health plan to develop a Customer Experience strategy and roadmap for the Retail Under 65 segment. With the Affordable Care Act, the health insurance landscape is quickly evolving and becoming much more consumer centric as there is a shift from group plans to direct purchase plans. National individual membership is projected to grow from 15% to 29% by the year 2017. Our client wanted to use Customer Experience as a differentiator to compete in the new consumer-centric marketplace.
The strategy was focused on first understanding the company brand promise and corporate strategy, and identifying customer needs and expectations through consumer research, data and voice of customer tools such as personas. We then determined the most critical interactions, or Moments of Truth, customers have with their health insurance carrier. The end result was a Customer Experience Strategy with recommendations, tactical initiatives, and a roadmap to deliver a simpler, more personalized customer experience resulting in happier customers, lower costs, and increased membership.