healthcare loyalty
POSTED : September 28, 2021
BY : Jeff Cram
Forrester Wave Leader 2021

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.

PK 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 the whitepaper from our Forrester 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.

About the authors
Connected membershipStephanie Cohen serves as Senior Principal, Integrated Loyalty Solutions at PK, where she leads loyalty engagements to deliver innovative and bespoke loyalty strategies and experiences to customer-obsessed brands and their customers. Working with clients across industries, she is responsible for ensuring that clients meet their objectives and improve customer loyalty, engagement and profitable behaviors. Stephanie has a MBA in Health Administration and has worked with and for health care companies to improve their outcomes.

A picture of Dave WienekeDave Wieneke leads PK’s focus on serving the digital experiences of healthcare organizations, establishing a baseline method of measurement as outlined in PK’s Hospital Digital Experience Index. He’s partnered with executive teams at Harvard University, KinderCare Education, OHSU, and Everence Financial to advance their digital business capabilities. Prior to agency life, Dave directed digital teams for Thomson Reuters, the Christian Science Monitor, Sokolove Law and the states of New Jersey and Massachusetts. Dave is a graduate of the Rhode Island School of Design and teaches about customer-centered management at the Rutgers Business School.

Jeff CramJeff Cram co-leads PK’s Healthcare vertical with a focus on consumer-led digital transformation. He has over 20 years of experience leading digital teams at the intersection of strategy, design, and marketing technology. He co-founded the digital experience agency Connective DX that was acquired by PK in 2019. Jeff shares his passion for digital strategy and customer experience through speaking and participating at industry events, including the MarTech Conference and numerous healthcare events.

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