Few healthcare organizations fully leverage customer insights to drive decision making and performance. Here’s how you can translate that data into concrete business initiatives.
Topic Marketing & sales
The US health insurance industry continues to be defined by uncertainty. The 25 articles in this compendium can help health insurers navigate the changes ahead.
Increasingly, consumers are seeking services at sites of care outside of the traditional health system infrastructure. This shift has important implications for how health systems think about their asset base and scale.
Companies that can learn to understand, guide, and engage healthcare consumers, while inspiring their loyalty, have a significant opportunity to change the healthcare landscape.
As the Affordable Care Act (ACA) third individual-market open enrollment period (OEP) came to a close in January, McKinsey’s Center for U.S. Health System Reform conducted its eighth national online survey to gather insights into how the individual-market and consumer behavior have evolved.
Our research suggests that improving customer experience could lead to significant financial gain, and that an approach beginning with a deep understanding of the consumer's journey could be the key to success.
As consumers take an increasingly active role in healthcare decision making, payors and providers need an accurate understanding of how healthcare consumerism is playing out. Using data from surveys of thousands of people across the U.S., we debunk eight of the most common myths circulating in the industry.
New McKinsey research sheds light on why Hispanic enrollment rates continue to be low – and how these numbers could be improved.
In the post-reform era, payors will attempt to capture savings by creating limited networks with reduced reimbursement rates. To respond, health systems need a clear understanding—market by market—of their competitive advantages and of when, if, and how to trade price for volume.
This document discusses five strategies adopted by leading consumer companies to engage customers: customer experience and branding, channel excellence, risk management, consumer value management, and product design and innovation.
As consumers face more choice, complexity, and financial exposure for their healthcare in an increasingly uncertain world, what they are really seeking is peace of mind.
Most healthcare payors convert less than 10 percent of the customers who move to a new product class. There is substantial room for improvement.
Consumers are confused, concerned, and uncertain about their health insurance and financing needs. Companies should listen to them.