Trust + Value + Education = Consumer Engagement

By Jennifer Barros

Building a multicultural consumer engagement program focused on both prospective and existing members can sound overwhelming, but it doesn’t have to be.

What does ‘consumer engagement’ mean? Let’s start with a simple definition: being a health plan that delivers trust and value to their members, and providing them with the tools and knowledge to become informed and engaged consumers that have a vital role in improving the quality of care they receive.

What are the primary goals: building value, empowering and relating to the consumer, innovation, partnership alignment, prevention and wellness, strengthening the brand, and being the plan of choice.

Key approaches: identify the elements of a multicultural consumer engagement program:

  • Geographic location
  • Gender
  • Ethnicity
  • Economics
  • Ensuring there will be a return on investment (retention and sales)

Resources for the multicultural program:

  • Faith-based community
  • Cultural events
  • Non-profit organizations
  • Associations
  • Technology and social media
  • Community health centers
  • Internal and external partners
  • Business and government groups

A few additional details to consider:

  • Identifying appropriate parties within the organization to create the consumer engagement touch point map.
  • Identifying a subgroup of representatives that can launch and successfully execute the strategy
  • Having clear launch goals and objectives to help outline the purpose and understanding of the customer experience

If this sounds like a component to add into your strategy, let your friends at Medicare Compliance Solutions help you. A Consumer Engagement Program can be exciting and reinvigorating to the community.  Let our experts help you launch an amazing plan.

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