Category Archives: Healthcare

DELIGHTING YOUR CUSTOMERS IN THE HEALTH INDUSTRY

When it comes to health perspectives, the most obvious satisfaction or delight for your customer is surely the health that they gain from your clinic/hospital. But there are certain other minor points that create a huge difference in the customer satisfaction value. Your customer needs to be assured that you care for him, especially in the health industry. Patients get comfort when they are certain about being under health surveillance almost at all hours of a day.

First and foremost for any health institute/doctor is to create a strong and user friendly appearance throughout the internet. The more your presence is available, reliable and user friendly, the more chances of you being the top doctor on a patients list.

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So, build up an effective manifestation in the web world and back up your services with these small additions and gain big heights in customer delight!

  1. Auto responses – Set up automated responses for all contact forms filled up on your website. It assures the user about a successful delivery of query to the designated person. This is enough to keep the patient satisfied until you reply to them. You may do the same for emails as well. And keep in mind that quick responses are crucial. Do not make your customers wait for a response for a long time. Make sure they do not have to send any reminders to you.
  1. Customer feedback and review – Request for customer feedback and suggestions at regular intervals. For example after a consultation, medication session, operation or online chat. This makes the customer feel involved and important. Do not follow up too much for this. Put forth a simple request. If they are satisfied, they will not hesitate to help you.
  1. Personalised event reminders – Reminding your patients about their birthday/anniversary brings a natural smile to their faces. Wish them heartily on their special days and if you want make them even happier, you could even offer a promotion for them on this special day. For example, you could offer a free consultation/general check up on a birthday.

“XYZ clinic wishes you a very healthy happy birthday! On your special day, we will offer you a free consultation with Dr. White. You may jump in any time today!”

A message like the one above will certainly bring a smile on your customers face and may attract many more too!

  1. Consultation reminders – Todays clock rushes faster than ever, with loads all around. It is very possible for your patient to forget his/her appointment with you. Take an extra step and send them a message or call them to remind them. They will be delighted and will sure to be present.

“Good morning Mr. Long! Please do not forget your appointment at XYZ clinic with Dr. White at 11:00 am. See you soon! Have a healthy day ahead!”

Such reminder messages keeps the customer well assured that you have them in mind and are interested in having them. A call would also be good for this reminder.

  1. Regular health documents – create a customer base and send them a general health write-up highlighting certain check-ups and tips important to health every fortnight or month. Keep it short, very short and precise. It could even be in the form of a message. These will keep you connected to your customers and may even help you attract referrals.
  1. Health inquiries/medicine reminders – Keep records that show the medicinal information and re-check-up dates for patients. A weekly reminder about the medicine schedule is a good option for patients on long term medication. Inquiring about current health status and offering a re-check-up if necessary also creates good satisfaction in the customers.

“Hi! Hope you are doing well! This is just a reminder for your medicine schedule. ABC – 2 tabs, 3X, after meals & GHO – 1 Tab, 2X, after meals. Your re check-up has been scheduled for 21st June. If you are facing any further health/allergy issues before this, please do come to the clinic or contact us immediately.”

Keep them happy through these minor efforts, and you patients will never opt for another doctor or clinic!

 

GENERATING CUSTOMER TRUST IN THE HEALTH INDUSTRY

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Attracting, delighting, retaining and generating referrals are some important marketing aspects directly related to the customer. When it comes to doctors and health specialists, individuals are a bit more result and service oriented as health a delicate issue. Here are some simple steps that you can implement in order to gain customer trust in the health industry.

  1. First Consulting: Online and free – It is true that doctor’s examination is very crucial and needs to be done face to face, but a first consultancy and general understanding of the patients problem can be done online. This feature greatly helps in attracting more patients to your site and eventually your clinic. If you offer this as a free consulting, it simply helps the boost to be larger! Save your patient’s time and/or money by offering this service and they are sure to be impressed and will stick with you.
  2. Reviews on portals – Internet gives you the biggest possible scope of spread and advertisement, make full use of it. Post your reviews on online portals for doctors. Let your rankings be shown across the web so that you may attract customers through any suitable channel.
  3. Search Engine Ranking – It may sound like something not quite associated to health care, but trust us; this is also something that every health specialist should pay attention to. Today, each and every necessity of life is searched for on the web search engines. Statistics mention that 77% patients use search engines before they finalise an appointment. A research done showed that 41% patients searched on the web for as long as about a fortnight before scheduling a meeting at the health centre. Therefore, it is important you strengthen your SEO ranking as you will thus reach out more widely.
  4. Customer Feedback and Reviews – These bunches of words are extremely important as they reflect your expertise and experience. Put some effort in collecting feedback from your patients – it’s your hard work put into words! Display your reviews on the internet through your website or other portals. Google stats show that 37% of online users searched through reviews before making an appointment with doctors. So, reinforce this point.
  5. Quick Responses to Leads – Everyone focusses on responding and communicating with existing customers. It is equally vital to concentrate on the leads you get through the web and offer them a quick response. It obviously increases chances of conversion and also helps in getting referral customers.
  6. Social Presence – Social media is one integration of the internet that has become a part of everyone’s daily activities. With wide network connections, everyone, especially the youngsters turn to social media to develop trust within an industry. 90% of the youth trust medical information shared through the social media platforms. Therefore, it is crucial for doctors to become more ‘digitally social’.
  7. Web chat – This is a very appropriate method of customer delight. It gives the patient a feeling that the doctor is always available and thus helps in retaining them as well. You may not be able to completely solve the problem through chat but a small assistance/suggestion or a simple gesture of convenience and/or further booking is enough to help the customer cling on to you.

Give a try to these methods and surely you will gain high levels of customer delights. Delighting your patients will pull on more traffic for you and your business is very likely to shoot up as well!