Customers — my clients generally refer to them as patients, but that doesn’t make any difference — expect service.
Customer Service
Do You Know What Costco Pharmacy Doesn’t About the Lifetime Value of a Customer? – Medical Group Minute
Like a dry cleaner, healthcare providers have to screw up to lose a customer’s loyalty.
Customer Service: Not Enough. Too Much. Hardly Ever Just Right. – Medical Group Minute
Obviously, there’s balance to be had. Some customer service is expected. Other customer service delights.
Customer Service: Not Enough. Too Much. Hardly Ever Just Right. – Podcast
Obviously, there’s balance to be had. Some customer service is expected. Other customer service delights.
How to Put Your Finger on the Scale of Patient Satisfaction – Success in Motion
Physician compensation is becoming more dependent upon patient satisfaction. Mark discusses a way to hack patient satisfaction surveys.
Why You Need to Understand the Concept of Lifetime Value – Podcast
What’s a relationship worth to your business, whether your business is a medical practice or a healthcare facility such as an ASC or an imaging center?
Why You Need to Understand the Concept of Lifetime Value
What’s a relationship worth to your business, whether your business is a medical practice or a healthcare facility such as an ASC or an imaging center? Originally limited to marketing (where it remains a very powerful idea), the concept of lifetime value involves looking at the worth of a customer not as the one-off value…
Why a Strong Customer Relationship Might Be Your Undoing – Medical Group Minute
No matter how good it looks, no matter how profitable it is, you can’t be dependent upon any customer for a significant part of your business.
Idiocy of the RFP Process for Professional Services – Rebroadcast – Medical Group Minute
Some hospital attorneys and hospital administrators believe that every contract for professional services should be subject to a request for proposal (RFP) process.
How to Put Your Finger on the Scale of Patient Satisfaction – Podcast
Patient satisfaction surveys are becoming a real part of reimbursement, driving a significant percentage of money.