WHAT WE DO

Market Intelligence

Provide insight to grow market share and adequately position for the changing competitive landscape:

• Market Outlooks

• Go-to-Market Strategy

• Economic Analysis and Impact Studies

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CX Insights and Analytics

Provide actionable insights to set CX priorities:

• B2C and B2B Voice of the Customer Research

• Enterprise NPS/ Customer Satisfaction Programs

• Building Insights Centers of Excellence

• Reporting Dashboards/ BI Visualization

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CX Program Optimization

• Optimize and integrate customer signals

• Feedback survey optimization

• CX Program Design

• CX Maturity Roadmap

• Reporting Dashboards/ BI Visualization

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CX Strategy and Enablement

• CX Strategy and Vision

• CX Blueprints and Roadmaps

• CX Training and Best Practices

• Change Management and Governance

• CX Communications Strategy

• Closed Loop Design (Inner and Outer)

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HEALTHCARE

Kinship specializes in developing patient and member-centric strategies and programs for healthcare providers, insurance plans, and service providers:

• Medicare Advantage Member Satisfaction Programs

• Optimizing MA CAPHS and HOS scores to achieve 4+ Stars

• Voice of Member Programs

• B2B NPS programs

• Member retention strategies and programs

• Patient and member engagement

FINANCIAL SERVICES/ INSURANCE

Kinship Consulting has expertise in addressing the customer-focused needs of financial services and/ or insurance companies.  Areas of expertise include:

• NPS and Voice of Customer Programs

• Customer experience insights and analytics

• Market share analytics

• Home Lending Customer Experience

• Customer segmentation

• Marketing campaign ROI optimization

BUSINESS PROCESSES

Extensive experience and expertise in optimizing specific business functions:

• Call center optimization

• Digital channel optimization

• Marketing campaign ROI

• Product Development and Management

• Sales Force Optimization/ Account Planning

• Program Management