Project Description

For Member Satisfaction, Take a Tip from Retailers

In today’s world, savvy payers would be well served to take a tip from Amazon, Netflix and other retailers, never forgetting that today member is another word for customer. Customer service and satisfaction now must be front and center. Making the most of members’ time, catering to their digital preferences and delivering a personalized and relevant experience are crucial to catering to expectations shaped by the evolving digital world. Payers must forge a streamlined path for members to engage with them wherever, whenever and on whatever channel they choose—even if that channel changes throughout a transaction as members move through their busy lives. The digital revolution has made these today’s rules of e