There is a gap between the experience that health insurance providers believe they are delivering and the consumer’s perceptions as revealed by Net Promoter Score ratings. Take heart, there are strategies to win back consumers who switch health insurance providers following an unsatisfactory experience.
By reinventing how they manage and measure end-to-end customer experience, health payers can strengthen one of their most important competitive assets. Research reveals that better service experiences are the key to win back switchers in the group business.
Jeff Willihnganz is a Managing Director in Accenture’s Health Payer Consulting practice, responsible for the Health Marketing offering. Jeff has more than 15 years of experience helping Health clients define, design, implement, and run multi-channel consumer engagement solutions. Jeff is primarily focused on Front Office strategy and capability transformation.
Anoop Bhogal is a Senior Manager in the Health Marketing offering, focused on digital health and consumer experience. He is a trusted advisor in the strategic planning process focused on key value drivers and aligning to the goals of clients. Anoop has more than 23 years of experience and is a passionate advocate for design-led engagement and improved health through digital channels.