A happy customer equals a repeat customer—or so we've thought. This common assumption drives most traditional methods of promoting patient loyalty, such as discount goods and standout customer service.
But patient experience is only the first step in convincing patients to return for future care. Unless the barriers to returning are lower than the barriers to seeking care elsewhere, even the most satisfied patients may leave.
In order to capture a patient's full value across multiple care visits and maximize share of patient wallet, today's growth strategists need to implement a comprehensive loyalty framework. This study provides that framework and the keys to reducing barriers to return.