Health insurance customer experience: joining the consumer ranks
Health insurance customer experience now decides whether members stay, as people choose plans and ratings publish how membership feels. What to fix first.
Tag
retail
4 posts. All topics.
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Lessons from the Starbucks turnaround for customer experience
The Starbucks turnaround, and its 2024 echo, shows what happens when growth outruns the experience: lessons on the core, visible listening, and the frontline.
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Serving up a nourishing meal
Customer recognition, seen from a restaurant table: menus are for strangers, regulars want to be known, and scale quietly removes the difference. A field note.
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When is your customer not your own? Listening to indirect customers
Indirect customers buy through marketplaces, resellers and franchisees that hold the checkout and the complaint. Four ways to listen, and a partner checklist.
