A customer journey in the insurance industry starts when the customer decides they need a certain service—but once they sign a policy, don’t stop paying attention to them. It’s important to keep communicating and fostering customer relationships if you want them to stay.

Taking a direct marketing approach does not seem to be as effective as many believe. Right now, we are seeing that consumers are constantly being overwhelmed by messages from the brands and companies that they do business with. Marketers try to take advantage of every available opportunity to engage…

Keeping customers loyal is crucial for businesses. However, often overlooked are those that reside at the heart of customer retention: call center employees. Acting as the first responders to customer inquiries and concerns, call center employees are the front-line defenders of your brand. They keep…

Building customer brand relationships is intrinsically tied to business authenticity. When a business remains true to its values, it is more likely to align with the preferences and needs of its customers, which in turn results in improved products and services, enhancing overall customer satisfacti…

Loyal customers are hard to get and should be treated like gold. Retaining them will always be cheaper than finding replacements. If you can improve your retention by 5%, you can expect to see your profits skyrocket 25% or higher, per HubSpot. Every time a customer stays with your brand and purchase…

Numerous health insurance companies have entered the Medicare Advantage market in recent years, creating new competition and new benefit offerings. Medicare members are influenced by the changes, with many of them shopping and switching during the 2022 Annual Enrollment Period. The significance of t…

There's no debate that member experience and satisfaction are crucial for attaining higher CAHPS scores and boosting member retention. One measure of customer satisfaction is the Net Promoter Score (NPS), which gauges a member's inclination to refer and attract new business to a plan. Recent data f…

Through more than a century of being there for consumers during life’s most important moments, Hallmark has earned its reputation for being relationship experts. We help health plans increase member experience and satisfaction, deter shopping and improve retention—all through the power of an unexpec…