Context
A private healthcare group undertaking comprehensive business diagnostics and identifying new growth opportunities.
Objective
Develop a customer-centric model, new products, partnerships and international opportunities.
Role
Growth strategy, customer model transformation and new initiative launch project lead.
Approach
• Comprehensive business diagnostics and customer journey research; 46 initiatives with an implementation plan.
• Integrated long-term medical programmes instead of one-off services.
• Updated loyalty, incentives, service standards and CRM.
• Partnerships with banks, sports organisations and hospitality businesses.
• Development in Russia and the CIS, pilots in South Korea and assessment of MENA opportunities.
The customer experience work analysed and redesigned the first-visit journey and the journey following a doctor’s appointment.
Outcome
A portfolio of 46 growth initiatives was created and implementation projects were launched to pursue identified potential of €300 million in additional annual revenue.
Customer journey work identified 63 issues and developed 74 solutions; 42 solutions were taken forward and eight key initiatives prioritised.