These seven principles have served us well, although others may be critical to your specific organization or industry.
Transactional data will indicate how patients use their health plan insurance, but research will unveil why customers chose the plan they did. What they were seeking, which benefits drew them in, and how they perceived the plan to provide value.
Developing potential tiers of benefits and adhering to a hierarchy of customer value will help ensure your most loyal customers are treated fairly. This can be more easily said than done, due to the complexity of client sales in some organizations and the tendency to price in silos as mentioned previously. The timeshare industry comes to mind. Long-time owners are now seeing their investment de-valued as resort hotels sell their same size unit at a nightly rate on the internet, for less than it costs them to maintain their ownership through annual maintenance fees and taxes. Not to mention the cost of the ownership in the first place.