It probably goes without saying that the most important aspect of running an effective practice is building on patient relations. It makes sense in any business to strive to provide a service that promotes an organic sense of loyalty. This approach will always result in a more concrete outcome than mere frequency. In the long run your business will prosper greater while continuously learning more from the patient about the service you are providing than to simply invest in repeat service.
Now, imagine from a patient’s perspective the results of having this kind of experience. Wouldn’t you feel compelled to share these results with family, friends, and even casual acquaintances when conversation provided a relevant opportunity? Of course! We all love to discuss quality customer service interactions that far surpass the average day-to-day encounters. This is because it feels good to be treated as a valuable individual rather than just another face standing between you and the end of a busy day on the clock. In fact, the only thing that could make that appreciation feel even better would be if you were rewarded for your satisfaction!
…And this is exactly what the “kudos!” loyalty program represents. An incentive-based opportunity for patients to redeem points that are directly acquired through expressing the sincere satisfaction they already feel.
Patients that enroll in this loyalty program are already genuinely excited to praise the sincere service they were provided by the office, staff, and doctors. The kudos! loyalty program encourages these individuals to get out there and spread the good word to friends and family on a wide array of social media platforms. This form of business representation is without a doubt an imperative deciding factor for new and prospecting clientele in our modern times.
Just think of the number of people that are out there right now meticulously scanning review sites for the perfect restaurant, barber, or yes… even dentist. This form of research has become so popular for the basic reason that we want to hear real experiences, not advertisements. Promoting a business is much more easy and effective when done internally. Acquiring new patients can be an expensive process compared to nurturing those we already have. Simply put, retaining current patients and keeping them fully satisfied is a much more efficient way to promote any practice. This method becomes a self-sustaining machine that provides research on specific incentives and dislikes that will fuel patient’s decisions.
Another glimmering attribute of a loyalty program such as kudos! is the client’s incentive to share these experiences on personal social media pages. The result is increased local exposure towards any number of vast individuals that may witness it through some form of association. Social media allows a multi-channel vehicle through which to communicate a voice to others. This builds real customer relationships based on relevance and allows loyal patients to directly impact a company’s profitability through actively referring others to your business, saving you the marketing and advertising costs of acquiring them as customers in the first place.
It is infinitely more profitable to lose bad patients than to invest the time and energy that it costs to acquire new ones. The kudos! program rewards our best patients in the same way that it gives the extreme alternative less of a reason to stay, providing the room for a plethora of quality new patient arrivals and interest. Excelling in customer service and problem correction through an insight of authentic reviews builds trust, a key element for all long lasting relationships. Also, the more activities that a truly satisfied client participates in, the more promotional material you have available online, resulting in more satisfaction among the clients that you already have and will inevitably gain in the process.
Every business must develop and deliver a consistently branded experience for its customers, and the essence of this brand should be evident in every interaction a customer has with the company. This enables the client to form an emotional attachment with the brand. Actively engaging patient’s and public relations will finalize in making them WANT to promote your business and the highly responsive services it has provided.
The best loyalty programs in the world are ones that are truly customer-centric in every way. Taking a look at your average experience with your average business will reveal that the most common method of approach is to be either product-centric or service-centric. Meanwhile, those who have fully realized the immense value of a customer-centric approach have thrived well beyond competitors. Adopting this ideal approach usually means changing several generic procedures, however. All marketing and sales services must be merged without a stitch. Examined data is going to be much more useful when segmented by customers instead of products.
The kudos! program provides data that is already customer-centric by its very nature, and implementing this loyalty program as the cardinal opportunity that it is provides a merging of data that crosses all platforms and data pools. Differentiating your business from others in a way that focuses less on the claims of your own products and services, and instead more on the real-world results that are being proudly exclaimed by the patients that are sustaining it.