A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision There’s a growing emphasis on consumer experience across industries, and healthcare is no exception. In…
No matter where you live, during this pandemic you have seen stories and images of people in what appear to be endless lines, waiting, hoping, needing food assistance. Trust across a system that people must rely on to deliver essential support is paramount. This is a story of our work with Second Harvest Heartland as…
When patients form a positive relationship with their healthcare provider—or when members have a good experience with their health insurance plan—they become more engaged in their care and loyal to an organization. For both healthcare providers and payers, the experience is of the utmost importance. So how can the healthcare industry continue to improve the…
A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. We were lucky to have our own Medecision CXO – Ellen Donahue Dalton – and Health Economist, Jane Sarasohn-Kahn as facilitators. Three themes…
Which comes first, customer or employee experience? This may sound like the proverbial “chicken or egg” question. Both promise greater employee engagement and enhanced financial performance. Many companies are underperforming on both. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter…
It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before. And as a result, the difference between winners and losers is becoming more dramatic. This reality seems to have sped up in the last 24 months within…
We encounter many business to business clients who have realized “what got them here is not what is going to get them there.” One of the consistent themes that emerges regardless of industry is that over time, B2B companies often develop a portfolio of customers with different requirements. As illustrated in the grid below, we…
As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers. This orientation has resulted in an increased focus within many organizations on the customer experience. We see many…
You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs. Congratulations on a job well done. What’s next? Delivering another winner that will alleviate the next customer problem is key to the future of the company. But how do you best…
“My clients get paid for making successful decisions. My job is to provide the insights that increase the probabilities that they will make better decisions.” — Frank Pleticha
