Creating a positive customer experience, especially in a busy industry like healthcare, is increasingly important in today’s review-driven society. Luckily, there are many ways to do this. If you’re wondering how much of your energy you should put into making your brand known for its positive experiences, then look no further. Read on to learn about five reasons why making your customers happy should be a top priority.
Need we say more? Yelp has been around for over 10 years and it is still going strong. Online reviews, in general, are integral to the success of your healthcare business. Additionally, consumers are more likely to write a review about a bad experience then they are a good experience. This example is a little self-explanatory, but it needs to be emphasized as a reminder that online reviews stick around for a very long time.
If your brand does not have a reputation for delivering positive customer experiences, then you are not meeting the bare minimum requirements of the current climate of customer service. If you do not satisfy the simplest needs of a customer, then you are unable to go above and beyond to differentiate yourself in any other way. Think about it this way, will anyone care what makes your brand so special and memorable if dealing with you is a miserable experience? What they are going to remember is their miserable experience. Make sure that you exemplify what your values are as a company. You want this to stick out in their mind.
In other words, it is cheaper to keep a customer than to acquire a new one. Client acquisition is the highest business expense for healthcare businesses. Therefore, retaining your customers should be a priority. If your brand is on-point by delivering positive customer experiences, then it will be easier to retain them by selling to them as repeat customers. Positive customer experience creates loyalty. Consumers come back for consistency, especially if they are made to feel special. Resolving a customer service issue on the first call is associated with improved customer loyalty across multiple industries.
Using customer testimonials is proven to be an asset in winning over potential customers. If you are creating amazing experiences for your customers, then you will be able to leverage your happiest customers as case studies (with their permission of course).
Ultimately, making your brand famous for creating positive experiences for your customers will make you more money. However, you must execute all of your strategies in an authentic way. If you and your employees do not sincerely care about making people happy, then it will show. One way to ensure your team is genuine is by making sure your team is happy so it can trickle down.
If you are convinced of the importance of this endeavor but want to learn more about creating positive experiences for your customers, then research companies that give you amazing customer experiences! Put yourself in your customer’s shoes and tailor the experience to meet their needs. Good luck!
If you need help training your employees on how to improve the customer experience or anything else, we can help! Contact us at 877-561-WWMP to find out more information about our consulting solutions.
If you’re a private practice owner and want to maintain autonomy in your business while pushing for more growth, a Healthcare Management Service Organization (MSO) may be the solution you are seeking to optimize efficiency, find the right people, increase revenue, and reach new patients.