On one front are regulatory pressures, consumer advocacy, and concerns over spiraling costs. A second front is ushering in an ever-increasing and complex portfolio of products and services. And consumers, providers, manufacturers, and suppliers are the eye – a diverse group of interests with high expectations and sometimes conflicted definitions of what makes for a great customer experience.
CCMC’s innovative voice of the customer methodologies, cutting-edge analytics, and deep health and medical experience offer a trustworthy dashboard of insights for navigating this perfect storm.
We’re working side-by-side with companies and organizations across the industry, including:
- Health insurance providers
- Medical products manufacturers, distributors, and group purchasing organizations
- Pharmaceutical companies
- Health care providers including hospitals, labs, and clinics
Does your company know what matters most to customers and the bottom-line payback for delivering against those key drivers of the customer experience? CCMC has an acclaimed and results-based legacy of helping companies across the health and medical sector listen to the voice of the customer and realize the benefits of delivering a better customer experience.
We’re collaborating with clients in the health and medical sector on: »
- In depth satisfaction and loyalty surveys that
- Identify the key drivers of customer satisfaction and loyalty
- Pinpoint competitive advantages and disadvantages
- Define the image and brand of the company
- Quantify the perception and awareness of existing products and services, as well as the feasibility of new offerings
- Identify the causes for lost customers
- Intensive, one-to-one interviews with C-level decision makers
- Customer satisfaction and loyalty tracking programs that improve the customer experience, increase customer loyalty, and promote positive word-of-mouth advertising in the marketplace
- Customer care assessments that engineer best practices in service excellence across touch points
- Customer care training programs to enhance the communication skills of customer-facing staff