Ensuring your brand has the strength and resilience to withstand a rapidly-changing healthcare landscape.

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Overview

Staying nimble amid uncertainty.

COVID-19 has changed the way consumers access healthcare. Telehealth and virtual visits are likely to become the “new norm.” Dealing with the health crisis brings with it a mass surge in demand for behavior and mental health services. While the vaccine brings optimism, the rollout will take some time as well. All these elements are putting extraordinary pressure on healthcare professionals. We help clients manage these changes by combining agile and iterative approaches with cutting-edge advanced analytics.

Impact

Improving customer satisfaction and loyalty.

Refocusing NPS for a high-impact customer experience.

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The Client

As the nation’s leading provider of dental insurance, Delta Dental’s core purpose is the advancement of the oral health of their customers. In order to create a high-impact customer experience, our client wanted to establish an industry-specific NPS benchmark along with baseline comparisons.

The Solution

CMB analyzed the usefulness and validity of NPS against alternative KPIs like satisfaction and likelihood to renew, evaluated how NPS categories corresponded with actual brand advocacy and retention, and identified specific aspects of the customer experience that could positively increase advocacy.

The Outcome

The results of the research allowed Delta Dental to change the KPI it focuses on for future customer experience improvements, and isolated specific areas to focus resources on areas with the highest impact on customer satisfaction and positive advocacy.

A trusted partner from the insight out.

We’re invested in the present and future of your success. Here is just a sampling of the clients we support.

  • AllWays Health Partners
  • Athenahealth
  • Blue Cross Blue Shield
  • Cigna
  • MedStar Health
  • UPMC Health Plan

Specialties

Knowing your business is our business.

We’re committed to staying up to date on the latest trends and opportunities to provide that value and edge you need. Check out some of the specific areas we’ve taken extra care to know for hospitals, providers, and insurers below.

Innovation in Patient Care

  • New Care Delivery Models
    • Traditional delivery methods have been upended by technology and new entrants. With urgent care centers and telemedicine as alternative ways to access care, there are new opportunities and challenges to navigate. To make sure these innovations are successful, we regularly gauge consumer perceptions around alternative delivery models.
  • Evolving Consumer Choices
    • Now more than ever, consumers have many healthcare options. Our advanced techniques help you test and create loyalty positioning, develop new products and services, track customer experience, and build and position brands that can grow and compete in the healthcare space.

Rapidly Evolving Landscape

  • Integrated Systems and Hospital Consolidation
    • To provide more value to consumers, hospitals have consolidated to create integrated health systems. Like any big change, challenges are inevitable and so we’ve helped health systems define, position, and track their brand within increasingly competitive markets.
  • Mergers & Rebranding
    • Continued rise in consolidation within the industry; health systems deliver care through inpatient and outpatient services at hospitals, urgent care centers, home health, and more. These mergers require branding at the system level to show differentiation in many highly consolidated and competitive marketplaces. We work closely with hospitals and providers to overcome legacy perceptions and ensure that operations align with brand promises consistently and for all facilities.

Medicare

Medicare eligible consumers have many choices for coverage, so understanding their changing needs and gaps in availability is key. Going beyond a core plan design is critical to show differentiation in the services, solutions, and add-ons that may be available. We help national and regional insurers and health systems understand changing customer expectations and design products that meet the challenges of an evolving market.

Our People

Working with us means you’re matched with the best.

We match you with the best people for your unique business challenge. Here’s a sampling of our people who have your back.

Amy Modini VP, Practice Leader

Caitlin Dailey Account Manager

Kate Zilla-Ba Account Director

Megan Herrity Project Manager II

The pop-up community is some of the most impactful work we do—including marketing. Listening to our customers as they are going through the enrollment process provides so much insight. The ideation session is especially impactful.

Alicia McVey

Director, Medicare Marketing, UPMC Health Plan

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