In many instances, consumers don’t choose their health insurance provider, nor does their health insurance provider choose them. When coverage is partially paid for and coordinated by employers, it’s an arranged marriage.   Within that construct, a health insurer like Aetna still wants to instill loyalty and provide a positive customer journey to those it covers. Stephanie Cohen, senior director, consumer initiatives at Aetna speaks with Loylaty360 about customer loyalty....

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