261: SCAN Health Plan – Building Customer Empathy
Building empathy with your customers is vital, particularly when your audience is part of the 'silver tsunami' of a rapidly growing ageing population. In this episode we're joined by Archie Dey, Director of Consumer Experience and Insights at SCAN Health Plan to discuss how they listen to and empathize with their customers, from trainings to member listening programs, as they continue to live their mission of keeping seniors healthy and independent. Click the titles below for more on this topic: Illuminate The Customer Experience With Customer Insights Benchmark Customer Journeys To Drive Emotional Engagement