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Tailored Marketing Gives Customer Engagement a Shot in the Arm

Case study: Digital marketing innovation boosts a retail health company’s revenue.

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Tailored Marketing Gives Customer Engagement a Shot in the Arm

Retail health companies are discovering that customized marketing messages perform better than general digital mailings. One healthcare services company dramatically improved its engagement from lapsed customers with a test-and-learn approach to digital marketing. Instead of sending the same mailing to all customers, it tailored the content for small customer groups based on feedback. Within three months, revenue from former lapsed clients increased by 60%, boosting total revenue by 6%.

Jeremy Martin is a partner with Bain & Company's Healthcare practice and is based in Bain's Atlanta office. 

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Healthcare Insights

Bain Insights dig deep into the complex challenges that healthcare companies—including hospitals, insurers and medtech firms—face in patient care.


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