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These include valuing health insurance for different reasons, preferring specific types of benefits over others, desiring health care providers that understand and respect their culture and background, and leaning on different resources when experiencing health issues and seeking support.
Health care organizations—payers, providers, and related companies—need to understand the many ways multicultural and generationally diverse consumers differ in order to successfully capture their attention through marketing, provide products and services that ensure they will remain “brand” loyal, and manage their care in a way that leads to optimal health outcomes. Our research provides insight into diverse health care consumers from five angles:
1. Populations that may have immigrated more recently – Unacculturated Hispanic and Asian Americans – are the least likely to understand their insurance plans. Double down on providing resources for segments who may have language barriers or a general lack of understanding of the U.S. health care system.
2. While most people prefer to communicate with their health insurer by phone, multicultural and younger consumers are most likely to utilize digital channels. Make sure live CSR’s are available to assist over the phone with plan-specific questions, and continue to market your digital channels, focusing on their value and ease of use, to realize the efficiency they offer.
Harness the power of cultural intelligence to win diverse America. Discover how you can turn insights into impact today!
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Collage Group is a certified Minority Business Enterprise (MBE) by the National Minority Supplier Development Council (NMSDC).
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Collage Group is a certified Minority Business Enterprise (MBE) by the National Minority Supplier Development Council (NMSDC).
©2023 Collage Group
Motivating Diverse Consumers & Avoiding Backlash in America Now: A Year in Review
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