Unhealthy Customer Care

Photograph by Thomas Barwick/Getty Images

Symptom: Buying health insurance leaves people feeling frustrated, confused, and anxious.
Diagnosis: When communicating with customers, it’s all about your business model, using your insurance lingo (impenetrable to regular folks). This just perpetuates the image that the health-care industry is an obstacle course focused on its problems and the concerns of the corporate customer, not the individual in need of care.

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