Peppers & Rogers Group combines a global perspective, deep expertise in customer strategy and decades of experience serving top companies. Read our latest insights and thought leadership on the customer economy.
Customer Strategy
Social media when applied in healthcare often comes down to risks versus rewards, because the risk of saying something in a social channel that may violate patient confidentiality is simply too great for some providers.
Health insurers seeking to compete and win in this new world must quickly understand and address a critical topic that has long been given little attention in the industry -- branding. In my last post, I discussed why branding matters in healthcare.
Taking the topic further, health insurers that are just now starting to wrestle with the topic must start with three key questions:
Gathering actionable customer insight is the first step to developing a beneficial brand identity. Understanding the customer, and especially that new breed called the consumer, means understanding what health means to them and how that affects the healthcare choices that they make, as well as what they expect of their health insurer.
Continue reading "Branding in Healthcare: Define Your Brand With Customer Insights " »
The credit crunch is taking its toll on both consumers and banks alike. Since the credit crisis began in earnest in 2008, banks have absorbed massive losses across a range of consumer credit products. Profits continue to shrink, particularly in mass-market segments.
Continue reading "Relationship Banking: Targeting Customer Needs in the Credit Crunch" »
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