Regional healthcare system designs a customer loyalty strategies

A regional Healthcare system in a highly competitive market desired a customer rewards and engagement strategy to promote the launch of their new retail health and wellness centers. The health system’s goals included increasing customer retention, enabling cross sell of wellness-oriented merchandise and services and ensuring that its members were resistant to competitive messaging.

The challenge

A regional Healthcare system in a highly competitive market desired a customer rewards and engagement strategy to promote the launch of their new retail health and wellness centers. The health system’s goals included increasing customer retention, enabling cross sell of wellness-oriented merchandise and services and ensuring that its members were resistant to competitive messaging.

Our approach

Vynamic took a highly collaborative approach to develop the strategic framework. Initially, leading key stakeholders through a facilitated discussion and interview process, we were able to define and prioritize shared goals for the program objectives. In parallel, Vynamic leveraged industry best practices and research to generate an insights presentation with strategic recommendations. Vynamic conducted a vendor analysis and selected the vendor which best met the health system’s budget and desire to launch with a highly focused approach.

The results

Merging industry best practices with the unique needs and culture of the health system, Vynamic developed a solution framework and design for the member rewards program that is integrated with an overall customer engagement strategy.

Some specific results achieved include:

• Competitive analysis of health system loyalty and rewards programs
• Rewards recommendations and redemption structure
• Investment and financial impact assessment