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
- Ensuring there will be a return on investment (retention and sales)
Resources for the multicultural program:
- Faith-based community
- Cultural events
- Non-profit organizations
- 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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