The Dieringer Research Group (The DRG)

A leading health system wanted to strengthen their brand health by increasing patient acquisition and driving use of a broader array of services. That meant gaining a deeper understanding of:

• Consumers’ healthcare provider selection process
• Awareness and familiarity with their breadth of services
• Brand perceptions among competitors

Our client relies on our consultation and expertise in brand experience research including managing their brand tracking program. Building on that partnership, we enhanced the research framework to help them identify new opportunities to increase brand consideration, choice, retention and advocacy.

One of our clients, a top U.S. banking institution, needed to improve their responsiveness to customer concerns. However, without a coordinated approach to identify and resolve the root cause of critical pain points, individual situations might be fixed while the underlying problem remained.

They needed the ability to synthesize their knowledge of customer pain points into a single resource. This would be used to guide development of coordinated action plans to improve the problem resolution process and become more effective at improving customer satisfaction. Specific objectives included:

• Identifying existing, yet unresolved points of friction
• Uncovering hidden sources of frustration impacting CX
• Providing clarity and insight regarding potential barriers to resolving customer complaints
• Prioritizing overall improvement efforts to ensure the greatest impact on customer satisfaction and loyalty

A leading, nationwide health insurance company needed to leverage the wealth of research, insights, and knowledge surrounding their enrollment process to help guide strategic planning and performance tracking. Their goal was to help internal decision makers, across the organization, understand the customer journey from all viewpoints. That knowledge would be used to ensure their products and services align with evolving customer needs. As a result, strategies to enhance overall customer experience (CX) would be based on cross-discipline collaboration and data-driven insights.

Our client trusted The DRG to help them integrate critical information across a wealth of primary, secondary, syndicated research, and internal business data. From this, our consultants developed a holistic story of the enrollment experience. Core objectives included:

• Developing a complete research roadmap across the enrollment process
• Uncovering connections between employee, consumer, employer, and broker experiences impacting enrollment
• Addressing critical pain points across all constituents, with a focus on CX and EX
• Supporting development of a cross-functional action plan to enhance the enrollment experience for all involved