Beginning in 2009, after a year of negative news, coupled by health care reform and overall insurance industry angst, brand reputation was dismal for Blue Cross Blue Shield of North Dakota (BCBSND).
North Dakotans had lost trust and blamed BCBSND for rising costs. Research revealed that affordability was a primary concern for both members and employers, including the perception that BCBSND didn’t offer enough options. Members were also looking to BCBSND to help families, businesses, communities and political leaders advocate for healthier lifestyles.
It was time for a dramatic shift in the way it did business.
BCBSND partnered with Flint Group to develop Bolder Shade of Blue, a multiyear integrated communications plan to repair the brand and create engagement. The primary communication strategies were to listen, educate and demonstrate, beginning with a member survey, followed by town hall meetings, advertorials and a storytelling approach to mass messaging that resonated with the overall North Dakota mindset.
Through storytelling, like the Queens of Colonoscopy print ad and community outreach with a Blue Insights blog, BCBSND reignited trust and improved its reputation with robust brand management.
Highlights from a BCBSND brand image tracking study:
BCBSND and Flint Group also earned the prestigious Public Relations Society of America Silver Anvil Award in the reputation/brand management category for the Bolder Shade of Blue campaign.