The customer journey as we knew it has changed forever. So has marketing. The ability to influence a prospect or customer has moved from brand monologue to data-driven, personalized interactive dialogue. The capacity to gather, analyze and interpret consumer “big data” is a game-changer in order for companies to understand variations among audience segments and develop a complete or “whole consumer” snapshot of their customer. And, separating winners from losers hinges on who delivers a user experience (UX) that embraces the customer lifecycle and revolves around cross-functional communication touchpoints.
To stay competitive, tomorrow’s healthcare benefit companies must change the way they approach customer engagement, from acquisition to activation to loyalty. It’s the only way to keep pace with always-on, perpetually connected consumers. It’s the new marketology!