"[Plans are] paying a lot
of lip service [to becoming more customer focused]. A salient example is, if
you're still talking about changing the language to be more understandable [to
customers], you need to understand that you're setting the bar very low."
— Ingrid
Lindberg, founder and chief experience officer at Chief Customer, talked with
AIS’s Health Plan Weekly
about why some health insurers are struggling to make an impact when shifting
their strategies to become more member-focused.
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