Blog
The myth of excellence
Cathy Eddy, President, Health Plan Alliance
3/8/2016
In order to set yourself apart from your competition you should dominate in one trait and differentiate yourself in a second one. The rest of the traits need to be on par with the market to be competitive. If you are below par on any of these, you may not be considered a viable option, regardless of how well you are on the rest.
Member or Patient? Either way you slice it, they are the customer.
Dennis Bolin, Member Engagement/Chief Marketing Officer
4/11/2016
“Customer Experience” is a term I hear and read everywhere these days. Amazingly, in our current Twitter-driven language I recently saw it shortened to CX. That abbreviation only adds to the confusion and challenge of defining what we mean by the customer experience. For years regional health plans have claimed customer service – we primarily pointed to our customer service reps – as a competitive differentiator.
Reflections from the Board Room
Cathy Eddy, President, Health Plan Alliance
5/10/2016
As someone who works in health care, it is easier for me to understand the trends and the direction of an industry that has been through a lot of change due to economic pressures, regulatory scrutiny and major legislative reform. For my fellow board members that come from outside of health care, I admire your willingness to devote the time it takes to understand the dynamics of a complicated business and to offer credible direction and advice.