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RESEARCH REPORT

Loyalty in Healthcare: Creating Connected Membership

We See a Once-in-a-Generation Opportunity for Providers and Payers to Reimagine Healthcare Loyalty

From earning consumer trust to establishing brand relevance, technology and care models are evolving to create patient experiences that increase retention and belonging.

Concentrix Catalyst conducted independent research with 1,016 consumers to better understand the state of healthcare today. Our findings uncovered an industry-wide challenge in gaining and keeping consumer trust. Shifts in the industry and in the expectations of its consumers are making healthcare loyalty a must-win battle.

Download our research report Loyalty in Healthcare: Creating Connected Membership to discover how healthcare providers can fix the loyalty problem they find themselves in. Without brand-level loyalty, provider organizations will be more prone to shifts in the marketplace, whether that’s employee attrition or consumer sentiment, and our research points to consumers exhibiting a higher rate of loyalty to their own doctors than to the organizations that stand behind them. With a lifetime value of millions of dollars on the table for the average family, healthcare organizations can’t afford to sit idly by. Payers and providers must start considering the moments that matter in between doctor visits. The lives of their consumers and the livelihood of their organizations depend on it.

Just 58% of millennials and Gen Z trust their healthcare provider to help them make the right decisions about their healthcare. For providers, this statistic should be an alarming call to action to reinvent how they connect with consumers.

Key Takeaways

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Download the whitepaper from our leading loyalty team and discover:

  • Best practices in loyalty that can be adopted by both providers and payers.
  • What customer lifetime value looks like in healthcare.
  • How loyalty strategy can impact real-world metrics such as HEIDIS scores and stars ratings.
  • A new model of connected membership that works to engage customers before, during, and after care episodes.

Want to learn more about our work?

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