Treating Wellness Program Participants Like Customers

Gary Cassidy

Health & Wellness on WellnessMINUTE
Every employer has a different approach when it comes to their employer/employee relationship. But what remains consistent is their understanding of how customer service can make or break their organization’s profitability. By treating your health & wellness program participants like customers, you can help impact your organization’s healthcare costs and profitability. Employee Education & Communication Director Gary Cassidy explains.

Related Resources: EPIC: Corporate Synergies’ Lifestyle Management Tool


Video Transcript: 

Welcome to another edition of the Wellness Minute. I’m Gary Cassidy. Today, we continue our 10 part series “Wellness as a Business Plan.” Part nine discusses how treating the participants in your health & wellness program like customers can increase their participation.

For many organizations, customer service is a critical part of their success. Your customers’ perception of your organization is defined by:

  • How you present your business (in person and online); and,
  • How you treat your customers

But more importantly, these two factors play a key role in a business’ future success:

  • What do your customers say to others?; and,
  • Do they refer new clients?

Your health & wellness program, just like your business, works the same way.

The communications you deliver to drive participation in your health & wellness program are critical; but at the end of the day, you’re biggest boost in participation will come from your wellness customers (or participants) singing the praises about your wellness program.

Remember, according to the Virgin HealthMiles and WorkForce Magazine report, 87% of employees say they consider health & wellness packages when choosing an employer; so you know you already have a hungry group of participants out there who want your product (which is your wellness program).

So this raises the question, “What do you want to hear them say to each other?” Here are some sound bites that can help positively promote your program:

  • It was so easy to enroll and participate
  • It didn’t take up too much of my time
  • I earned lots of points for things I already did
  • They answered my questions right away
  • My biometric results showed me I was at risk

Every employer has a different approach when it comes to their employer/employee relationship. But what remains consistent is their understanding of how customer service can make or break their organization’s profitability. By treating your health & wellness participant like customers, you can help impact your organization’s healthcare costs and profitability.

For more information on this and other topics, please visit our Knowledge Center at corpsyn.com. Thank you.