In healthcare, Customer Inspired Growth is as important as it is for any industry. Delivering it is just more complex. We work in partnership with our clients to align and support their business goals. We know how to handle healthcare regulations across the globe. And, our experience and success are proven.
At the heart of our work, we establish an ongoing connection between healthcare companies and the people they serve – providers, patients, and caregivers – in a secure and private online space. We create better outcomes for our clients’ businesses and for the health of their customers.
We help our clients create Customer Inspired Growth by involving customers in everything they do.
- Acquire and engage with the right customers
- Deepen understanding of customer behavior and mindset
- Map customer journeys
- Inform positioning and communications
- Infuse customer voice into launch strategies
- Evaluate product performance in market
- Optimize marketing and communications
- Inform channel strategies
- Enhance customer experience initiatives
- Uncover unmet needs and white space opportunities
- Co-create new services and solutions
- Imagine new customer engagement models
Select an industry for examples of how we can work together with you and your customers to successfully solve your biggest business challenges.
Creating a customer inspired product launch: Patient and healthcare provider guidance is imperative in creating marketing strategies that resonate and drive prescriptions. We help you create and execute on strategies that focus on what’s most important for patients and HCPs. See an example here.
Improving patient compliance with customer intuition: We collaborate with your customers to intimately understand their day-to-day realities, to help you build meaningful solutions that will improve patient compliance. See an example here.
Co-creating support services to meet customer needs: We help you imagine and create relevant and effective education and support services to improve patient experiences and outcomes. See an example here.
Creating customer inspired enrollment experiences: We help companies optimize their enrollment periods by working with customers to improve the experience for both current and potential plan holders.
Enhancing customer experience for plan holders: The Healthcare Exchange, the increase in self-funded plans in the US, the move to a more consumer centric customer experience, and the rise of private options in Europe require a better customer experience to remain competitive. We help map the current customer journey and understand how to prioritize improvements based on what is most important to plan holders.
Developing new offerings with customers: New insurance products and services are often required just to keep your current members. We involve your members in the ideation, development, and implementation of new products and services, de-risking your investment. See an example here.
Improving the patient experience: By examining every patient touch point – from intake and scheduling, to post-treatment support – hospitals can better assess and design improvements to the patient experience they deliver. By collaborating with patients and providers, we help you prioritize these improvements to design a truly patient centric experience.
Innovating customer inspired services: Effectively prioritizing and focusing on innovations that will yield the biggest impact on patient care is paramount. We work with your most important customers to guide you in making the right investments.
Co-creating new destinations for care: In this evolving healthcare market, hospitals and care facilities have an increasing opportunity to attract patients who seek the combination of healthcare quality and convenience that works for them. We help you understand patient-drivers of seeking different types of care (virtual, ambulatory, destination) and how to best create messaging and adapt services to better meet the needs of these potential patients.
Developing a consumer inspired Rx to OTC switch: If the positioning and messaging of a newly OTC drug misses the mark, it can take years to recover. Our experience of hardwiring your customers into your OTC and marketing switch strategies helps ensure product success. See an example here.
Enhancing retailer partnerships: Consumers engage with OTC and Rx brands across multiple channels, from pharmacies to the personal care aisle in big box retail stores. Extending the reach and availability of these brands can build consumer affinity and loyalty. We help you explore consumer choices, motivations, and purchase behaviors to shape the optimal experience for your brand, channel partnerships, and customers alike. See an example here.
Co-creating line extensions with consumers: As consumers move from being reactive to proactive about managing their health, brands need to ensure their product offerings meet new consumer demand. We help make sure your investments in line extensions are those that matter to your consumers.
Developing a customer inspired product launch: Patient and healthcare provider guidance is imperative in creating resonant marketing strategies that drive selection and usage. We help you create and execute on strategies that focus on what’s most important for patients and HCPs.
Enhancing user experience: Most practical learnings come from users of your product but it’s difficult to see them in their day-to-day lives. By leveraging “at-the-ready” relationships, we help you increase your understanding of your customers’ user experiences and requirements, deliver results and modified designs, all while maintaining the deep context of key business challenges. See an example here.
Co-creating support services to meet customer needs: We help you imagine and create with your customers, relevant and effective education and support services to improve patient experiences and outcomes.
If you want to learn more, contact us.
Our Engagement Experience
We have extensive experience finding, engaging with, and understanding specific audiences to solve for any business challenge:
- Autoimmune Disorders
- Bipolar Disorder
- Chronic Pain
- Cosmetic Surgery
- Direct Health Insurance Customers
- Hepatitis C
- Huntington’s Disease
- Medicare Customers
- Men’s Health
- Metabolic Disorders
- Multiple Sclerosis
- Oral Care
- Overactive Bladder
- Parkinson’s Disease
- Psoriatic Arthritis
- Rheumatoid Arthritis
- Sexual Health
- Women’s Health
- Bariatric Surgeons
- Care Coordinators
- Case Managers
- Dental Hygienists
- Diabetes Educators
- Family Practice Physicians
- Health Insurance Brokers
- Healthcare Systems Executives
- HR Professionals
- Infectious Disease Specialists
- Insurance Brokers
- Internal Medicine Physicians
- Nurse Practitioners
- Orthopedic Surgeons
- Physician Assistants
- Physician Office Managers
- Primary Care Physicians