The Nolan Approach
Nolan will meet your organization wherever it is in developing its member engagement program. Too often, businesses get bogged down trying to identify all of the possible tactics to support an engagement strategy. With such a “bottom-up” approach, insurers often fail to arrive at a model that covers services across the organization and throughout the member engagement life cycle. Nolan’s Universal Member Engagement (UME) framework helps you build a “top-down” model linked to your company’s market strategy. It identifies all of the tactics an organization might consider — even allowing for differences by product types. In short, the UME framework helps ensure the model solves for all of the relevant Support Points, Channels, and Products and Services. That means you can invest less in designing the member engagement model — and invest more in creating value-based relationships with your members.
The Nolan Perspective
- The potential SUPPORT POINTS that occur throughout the member engagement life cycle
- The CHANNELS that facilitate engagement
- The PRODUCTS AND SERVICES offered to the member
Reap the Benefits
As members become educated consumers, they’ll begin to define value for themselves. It means excellent customer experiences will be the baseline — and that advocacy and consistent experiences will become the new standard. That’s why Nolan has developed the Universal Member Engagement (UME) framework and methodology. It gives organizations the strategic vision and the tactical plan to create an exceptional member engagement model — one that will focus the organization and promote value-based relationships.