Consumers are now the fastest growing payer in the U.S. Their perceptions of the healthcare customer experience are now driving market realities and shaping brand engagement and service delivery standards. For this reason, it has become imperative that insurers take the time to understand consumer mindsets related to healthcare. The National Research Corporation (NRC Health) […]
In order to earn a place in the customer experience era, health insurers need omnichannel communications. They need communications that understand context and that facilitate two-way conversations. In order to begin to create such communications, insurers must examine their full cycle of pre- and post-sale materials and consider how they can be made more interactive, […]
You may not know it yet, but you are in the experience business. The customer experience business is all about enabling the customer to live and move fluidly between channels. It’s about going beyond a single channel, beyond marketing as a function and beyond individual technology. Across all industry verticals, customer experience has become the […]
As a member of a company that intricately manages the retail execution cycle of CPG programs daily, I found it of interest to attend Colgate-Palmolive’s seminar “Building Value with Shopper Platforms” at the 2016 Path to Purchase Expo, presented by Barry Roberts, Director of Retail Shopper Solutions and Marie-Agnes Daumas, Director of the Shopper Marketing […]
Manufacturers are trying to leverage their shopper marketing dollars by creating programs capable of building brand equity, engagement and sales. To achieve this, they are turning to shopper solutions. While shopper programs were once thought of as primarily consumer promotions that incentivize shoppers to purchase a product by offering a discount, when we examine behavior […]
People make purchases in the moment, get ideas in the moment, find solutions to problems in the moment and seek advice in the moment…all via their mobile devices. Mobile has given rise to what many brands and businesses refer to as “moments of truth”. A moment of truth is when the skills, character or services […]
Insurers looking to win in the digital economy cannot seek transformation through technology alone. Technology is the driver of change—but people are the vehicle and thus, digital transformation must begin with people first. In order to adapt a “people first” approach to digital transformation, organizations must create a digital culture that empowers people to think […]
At the 2016 Path to Purchase Expo, keynote speaker Jamie Sohosky, VP of Marketing Customer Experience for Walmart U.S., spoke about “Designing the Customer Experience of the Future”. She examined some of the shifts in consumer lifestyle, mindset and behavior that are reshaping retail customer experience design, and illustrated how Walmart is delivering innovative solutions to […]
At the 2016 Path to Purchase Expo, Ines Henrich, VP of Client Services at IN Marketing and Cheryl Policastro, Team Lead at RB, shared how their unique approach to collaboration led to the successful product launch of Amopé™ foot care product at Target. Henrich and Policastro explained how while many businesses tend to apply win-win approaches to […]
In January of 2016, the company WhatsApp announced it was going to start testing tools that would allow businesses and organizations to communicate with users on its network: “Starting this year, we will test tools that allow you to use WhatsApp to communicate with businesses and organizations that you want to hear from. That could mean communicating with […]