For Customer Experience Professionals

PHRs: Scant Penetration And Lots Of Confusion

Consumers Report On Which Personal Health Records They're Using

by Elizabeth Boehm, November 4, 2009

In a recent Forrester survey, almost one-third of consumers reported having a personal health record (PHR) — the vast majority of which are from their health plan. Forrester doesn't believe it. These high adoption levels don't jibe with either past surveys . . .

For Customer Experience Professionals

Health Plan Provider Search Tools: It's Time For An Upgrade

by Elizabeth Boehm, October 29, 2009

Consumers tell us that online provider directory tools are convenient and reasonably easy to use but still fall short of helping them make decisions regarding where to get the best care for themselves and their families. To bring provider directories . . .

For Customer Experience Professionals

Where To Find Help With Health Risk Assessments

Product Profiles For 10 Standalone HRA Solution Vendors

by Elizabeth Boehm, October 2, 2009

Health plans, employers, government agencies, and other healthcare stakeholders use health risk assessments (HRAs) as a means of understanding a population's baseline health behaviors and attitudes as well as for assessing progress over time. The growth . . .

For Customer Experience Professionals

CDHP Member Engagement Slips — Again

Health Plans Can't Count On Plan Design To Drive Healthcare Consumerism

by Elizabeth Boehm, August 26, 2009

Consumer-directed health plans (CDHPs) continue to experience rapid growth in adoption. But member engagement has declined for the second consecutive year. CDHP members are now less likely to use online health tools and actively manage their healthcare . . .

For Customer Experience Professionals

Consumers Respond To The Economic Downturn By Cutting Their Healthcare Spending

by Elizabeth Boehm, August 19, 2009

Congress is struggling with healthcare reform and debating issues like how to create a public plan and fund expanded coverage. But consumers have to make tough choices regarding their own health and finances today. Almost 40% of consumers report they . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Credit Card Providers

by Ron Rogowski, August 17, 2009

How good are the brand experiences offered by major credit card Web sites? To find out, we graded the sites of four top brands — American Express, Capital One, Citigroup, and Discover — on how well they communicate their Brand Image and deliver value . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Banks

by Ron Rogowski, August 14, 2009

The banking industry features some of the most recognizable brand names in the US, like Bank of America, SunTrust Bank, U.S. Bank, and Wells Fargo. But how good are the brand experiences offered by major banks' Web sites? To find out, we graded the sites . . .

For Customer Experience Professionals

Health Plans' Cross-Channel Service Imperative

Self-Service Success Requires Strong Integration With Phone Channels

by Elizabeth Boehm, August 12, 2009

More than half of US online, nonelderly, commercially insured consumers have visited their health plan's Web site last year. Once there, members avail themselves of an array of administrative tools like finding a doctor, checking a claim, and checking . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Investment Firms

by Ron Rogowski, August 7, 2009

How good is the brand experience offered by major investment Web sites? To find out, we graded the sites of four top brands — Charles Schwab, Edward Jones, Fidelity Investments, and Vanguard — on how well they communicate their Brand Image and deliver . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Insurers

by Ron Rogowski, August 6, 2009

The fiercely competitive insurance industry features some of the most esteemed brand names in the US, like Allstate Insurance, Progressive Casualty Insurance, State Farm Mutual Automobile Insurance, and USAA. But how good are the brand experiences offered . . .

For Customer Experience Professionals

How Social Media Can Improve The Automotive Customer Experience

by Ron Rogowski, July 31, 2009

A recent Forrester survey of 4,500 online consumers showed that people want auto manufacturers to engage them with social media. For auto manufacturers, a good social media strategy can help strengthen relationships with consumers while providing cost-effective . . .

For Customer Experience Professionals

Health Plans Face A Member Experience Crisis

by Elizabeth Boehm, July 28, 2009

Health plan member experience is broken. Not only do members pan their health plan experiences across the board, but those who use health plan service solutions more frequently are less satisfied with their overall health plan experiences. Fixing this . . .

For Customer Experience Professionals

Auto Insurers' Cross-Channel Experience, 2009

An Industry Look At This Year's Best And Worst Of Cross-Channel Design

by Bruce D. Temkin, July 10, 2009

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large auto insurers — 21st Century Insurance, Allstate Insurance, Geico, and State Farm. Overall, the auto insurers performed fairly well relative to the . . .

US Trends In Researching And Applying For Financial Products Online

Age, Online Tenure, And Online Activity Expose Online Applicants

by Brad Strothkamp, October 31, 2007

Forrester surveyed more than 52,000 US adults to determine the Web's sales impact in 2006. Researching and applying for financial products online is increasing, as is the importance of online sales among eBusiness groups. Credit cards are the dominant . . .