HMS NATIONAL, INC. REDEFINING THE CUSTOMER EXPERIENCE ACROSS MULTIPLE CHANNELS PER THE VOICE OF THE CUSTOMER

Company Background

Industry Background

Goals of the VoC

3-Step Marketing Process

Step 1 Marketing Process
Know Much More About Our Customer’s Needs … and Use This to Drive Our Marketing
VoC Research

Step 2
Establish Meaningful Opt-In Preference-Based Relationships

step 3
Deploy Our Multichannel Mix Per Opt-In Preferences

VoC Driven Strategies


Implementation Per VoC Research

Pre-VoC, our initial touch point with our customers was informational without being engaging.
Pre-VOC contact

t and c

Post-VoC we are leveraging this early touch point to immediately engage each customer. (Launched Oct 2009)
Engaging the Customer

Implementation Per VoC Research

To successfully engage customers, several elements are incorporated from VoC learnings.


Results

Results

  • 50% increase in average renewal rates.

Doug Stein
President
HMS National, Inc.

Doug was a distinguished Fortune 500 consultant for Accenture in the 1990’s. There he helped manage some of the firm’s most prominent projects while also being key to the development of significant corporate solutions and industry offerings that notably increased market share and profit for the world’s largest consulting firm.

In his current position, Doug is the senior executive at HMS National responsible for developing and delivering innovative growth strategies in a historically mature and commoditized industry.