But how can an organization that’s already doing a good job with member services measurably improve these interactions—and increase customer loyalty when it’s needed most?
A large Midwest health plan was facing this challenge as its business underwent a period of rapid change. The solution: Seek the help of a collaborative engagement partner and implement a multifaceted member loyalty initiative—an effort that including these three critical measurements and steps.
The work paid off. The health plan’s flagship member services program consistently achieved a composite loyalty index score above 90 (out of 100)—a substantial increase above baseline.
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