Ensuring your brand has the strength and resilience to withstand a rapidly-changing healthcare landscape.
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.
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.
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 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.
We’re invested in the present and future of your success. Here is just a sampling of the clients we support.
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.
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.
We match you with the best people for your unique business challenge. Here’s a sampling of our people who have your back.
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.
Director, Medicare Marketing, UPMC Health Plan