Health Plans Face A Member Experience Crisis

July 28th, 2009

Elizabeth Boehm

With contributors:

Bruce Temkin , Rachel Zinser , William Chu , Andrew McInnes

Summary

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 member experience crisis is going to take more than a cosmetic overhaul to the Web site or the addition of online chat. Plans need to follow the example of leaders from across industries and embrace the principles of Experience-Based Differentiation (EBD).

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