I'm always struck by how much effort some companies put into getting new customers, and how little they think about the customers they already have. Have you ever noticed, for example, how a phone company will advertise a great deal for people to switch to their plan, but then don't do much to show appreciation for their current customers?
I suppose this is on my mind right now because the Annual Enrollment Period (AEP) for Medicare Advantage plans runs from October 15 through December 7. That means you're probably hearing from a lot of health plans who want you to switch to their plan for 2020. SCAN also works hard during this time of year to bring on new members, but we think it's just as important to show we care for you, your health and your business long after you become a member.
For us, that means making a personal connection.For several years now, our Senior Advocates have been making birthday visits to honor our members turning 100 or older (the members of our 100+ Club). It's become obvious during these visits that our "most experienced" members have so much to share about life and healthy aging. Lately, we've started documenting and highlighting their stories so they can be an inspiration to others like they have been to us. (Find these stories on lnstagram and Facebook--see box below.)
Of course, we can't make birthday visits to all our members. So when we reach out via a call or an invitation, by mail or email, that's our way of making contact. It also helps when you let us know how we're doing and what more we could do to help you stay healthy and independent. We take your feedback--and your loyalty--to heart every day.