Perspectives

Health Care Current Library

This weekly series explores breaking news and developments in the U.S. health care industry, examines key issues facing life sciences and health care companies and provides updates and insights on policy, regulatory and legislative changes. 

Perspectives

Health Care Blog

Read the Center for Health Solutions blog - sharing timely insights, research and forward thinking for the Life Sciences & Health Care Industry.

Solutions

Retail Consumerism

Health Plans

The new retail market for health insurance makes competing a two-stage proposition—win consumers on your health plan’s value proposition, but keep them based on the right consumer experience. Because products will become more standardized and consumers are becoming more discerning and informed, price and innovation are the keys to getting them in the door. But because those consumers will have more choices, health plans also have the opportunity to win them as customers for life.

​A “sticky” proposition

ACA-mandated offerings and consumer choice are driving a new focus on price. So health plans need to attack premiums from all angles, such as channel effectiveness, medical cost management and operational excellence.

Meanwhile, the new retail market means that, as plans depend more on individual customer loyalty, they have to excel at service and engaging consumers. Like other retailers, a health plan has to understand what the customer values to offer a leading service experience.

How can you create moments that matter for savvy shoppers while still meeting competitive price points? Can your current technology support the new data flows that meaningful and rewarding customer interactions will require?

To appeal to consumers in the short-term, target attractive price points. To get consumers to stick by you, give them an ongoing experience that sets you apart.

​Retail consumerism: Price wins customers. The consumer experience keeps them.

Download the report

Learn more about the Retail consumerism

The right consumer experience can make the long-term difference. Over time, as consumers make trade-offs and prices stabilize, understanding consumer behaviors, needs and preferences will make your offerings “sticky.” These preferences, as well as your ability to execute flawlessly at each customer touch point, can drive retention, growth, and profitability over the longer term.

Read more about the customer experience difference. Download the report.

​Explore our Retail Consumerism related offerings:

Related offerings

Connect via email

Subscribe

Submit RFP

Submit via our online form

Find an office

Find a local office

Services

About the Deloitte Center for Health Solutions

About the Deloitte Center for Health Solutions: The source for health care insights.

Services

Retail Consumerism: Healthcare Marketplace

Find out how Deloitte can help with new opportunities created by the individual market, by evaluating new capabilities and changes to the way plans work.

Services

Health Insurance Exchanges

Find out how health plans can gain advantages by using broad insight to understand their experience operating in the Health Insurance Marketplace

People

Susan Novak

Senior Manager | Life Sciences & Health Care

People

Paul Lambdin

Director | Life Sciences & Health Care

Dbriefs Webcast

Health Sciences

Anticipating tomorrow's complex issues and new strategies is a challenge. Stay tuned in with Dbriefs – live webcasts that give you valuable insights on important developments affecting your business. Dbriefs offers live webcasts featuring practical knowledge from Deloitte specialists. 

Careers

Life at Deloitte

People make Deloitte one of the best places to work. What’s great about the people? That’s an easy answer. They are exceptional. Each person is unique and valued for that, among the best and brightest in the business, and takes pride in his or her achievements and the success of others.