HSM E-briefing Series
on Customer Retention and Loyalty

"HOLDING ONTO YOUR CUSTOMERS"

Issue 4

Welcome to our monthly e-briefing with two minutes of tips that could be worth millions to you in customer retention and loyalty. It's brought to you by The HSM Group, Ltd., a longtime leader in health care marketing. In working with health care organizations of all kinds, we frequently see opportunities to improve retention and loyalty. We hope the following information helps you, our valued clients and friends, in your efforts to build better relationships with your customers.

QUANTIFY YOUR VALUE TO CUSTOMERS

Employers are focusing more than ever on measuring the value health plans provide. It is no longer sufficient to measure only direct costs such as premiums, deductibles, and co-pays when determining health care value. The indirect costs associated with absenteeism and lost productivity must also be taken into account.

The NCQA Quality Dividend Calculator™ (QDC), an Internet-based, interactive tool, quantifies the savings in terms of reduced absenteeism and increased productivity that an accredited health plan can provide to its customers.

Developed by HSM and the National Committee for Quality Assurance (NCQA), the QDC incorporates the current research available on the control of chronic conditions and the impact on absenteeism and 'presenteeism' (low productivity while on-the-job). The model compares the impact on any group of employees of coverage by an accredited plan versus a non-accredited plan.

Visit www.ncqacalculator.com and calculate the savings you can provide to your clients.

The QDC is just one example of HSM's expertise in helping health care organizations improve customer retention. For more information on customer retention and loyalty issues, visit www.hsmgroup.com. If you would like for us to address a specific customer loyalty challenge in "Holding Onto Your Customers" email ebriefing@hsmgroup.com with your suggestion. If you would prefer not to continue receiving the monthly e-briefing, please email ebriefing@hsmgroup.com.

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