What leaders in health care are saying about customer-centricity
“I would like to see consumer empowerment become a top priority for all health care companies.”
—Marilyn Tavenner, CEO, AHIP
“The American people are behaving in health care more and more like consumers.”
—Bernard Tyson, CEO, Kaiser Permanente
Today’s consumers have more information about health insurance premiums and packages and more options than ever before. This combination creates a unique challenge for insurance companies that once focused solely on the needs of institutional buyers. In this new landscape, insurance companies are marketing and selling directly to consumers who expect more personalized services, enhanced online experiences and greater value.
Kaiser Permanente’s journey to customer centricity
Kaiser Permanente has embraced the reality of customer centricity and adopted tools that provide deeper insight into the attitudes, opinions and behaviors of their customers. Insight they uncover with ongoing, two-way dialogue with their customers helps Kaiser Permanente inspire, validate and develop new, customer-led products and offerings.
Many teams across your organization have demonstrated a commitment to better understanding the changing needs of Kaiser Permanente members, employers and brokers by using Vision Critical’s customer intelligence software. Our industry-leading platform helps insurance providers uncover the insight they need to make better decisions in less time, with less effort and higher ROI.