Effective Patient Retention Patients For Life!

Effective Patient RetentionSponsored by Chase Health Advance
Speakers
Christine Lapointe & Laura Jackson
Founders
Susan Richardson
Marketing Director
Chase Health Advance
10/13/2009
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Christine@aesthetics360.com laura@aesthetics360.com www.aesthetics360.com http://twitter.com/aesthetics360

Welcome
Welcome to joining us for an hour to talk about patient retention and patients for life!
10/13/2009
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The Key To Success
The key to a successful business is a steady and loyal customer base.
Often business people forget this loyal base in pursuit of new customers.
However the cost needed to bring in new business is significantly more than the cost of keeping the current patients coming back.
From “All Business a D& B Company”
10/13/2009
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Customer Loyalty
Customer loyalty comes from well managed retention programs
Creates brand advocates
Customers who are targeted by retention programs demonstrate higher loyalty to business
Return visits with multiple services
Customer loyalty programs reduce your cost per lead
10/13/2009
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Reducing Cost Per Lead
Winning over a customer is twice as costly as retaining the loyalty of a current customer
The right program will keep you from having to rebuild your base of customers
Let’s pull out a polling question right now
What is your current cost per lead?
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Appropriate Cost Per Lead
It’s all relative to your budget and your goals
Will decrease as you focus on capturing leads and internal conversions
You will need to think about the value of one customer and what you are willing to pay to obtain and keep that customer
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Potential Value Of A Patient
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Then Why Isn’t My Business Growing?
Potential value is the key
Additional factors will contribute
Let’s take a look at some contributing factors!
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Poor Closing Rates?
Do you know your closing rates?
Is your best closer where they are needed most?
http://www.thedijuliusgroup.com/display/files/eservice%20article%2006-03-09.pdf
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Decreasing Customer Loyalty
Take a look at your most loyal customers and see how they buy or visit every 30 days
Once you begin tracking, you will notice a certain % will skip their 30 day visit
Let’s make that number 20%
90% of that 20% will never return
www.Jimnovo.com
10/13/2009
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Decreasing Customer Loyalty
You have just witnessed the erosion of your customer loyalty before your eyes
At this point, it’s too late to get those patients back
Too much money, time and energy will be lost trying to get them back
Ex: practice X
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Erosion
Gradual breaking down: the gradual destruction or reduction and weakening of something
Wearing away
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What Else Factors In to My Business?
CRM programs or lack there of
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CRM Programs
Lack of a good CRM program will contribute to the erosion of customer loyalty
Develop a system which identifies high loyalty patients, and patient needs before they leave
Utilize a system which can create a complete circle of touch points
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CRM programs Polling Question
What program do you currently use to manage your patient retention?
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Develop A Communication Process
Use your CRM to develop a communication process on a regular basis
“Customers will abandon you, or spend less money with you, and go to competitors who are communicating with them on a regular basis”
Use multiple response mechanisms
Develop formal systems
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Multiple Response Mechanisms
Determine the way your customer best wants to be communicated with
Communication mechanisms and messages need to be relevant to each person
Home or cell phone
Fax
E mail
Mail
Text
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Develop Formal Systems
Follow up letters
Letters and phone roadmaps relevant to specific procedures
Newsletters (monthly, quarterly)
Birthday cards, holiday cards
Thank you letters
Loyalty programs
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Increase Word of Mouth
These programs will increase your word of mouth referrals
You may think that 80% of your customers come form word of mouth referrals, but what % of your patients are actually DOING the referring
Increase this number and you will see results
Increase this number and your cost per lead decreases
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There’s MoreSales Prevention, How May I Not Help You?
Less than acceptable customer service
People want a value for the money
People want “the experience”
People want you to take the word “no” out of your vocabulary
Refer to the article by Shep Hyken http://www.thedijuliusgroup.com/display/files/eservice%20article%208-26-09.pdf
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What Else Challenges Retention and Close Rates?
Proper payment plan options
Delivery of payment plan options
Use of payment plan options
Make price irrelevant and keep people coming back
Susan Richardson, Marketing Director, Chase Health Advance, guest speaker
10/13/2009
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Susan Richardson
Susan Richardson is a marketing director for ChaseHealthAdvance, a division of ChaseCard Services of JPMorgan Chase.
Susan’s background includes 9 years of working for Ethicon, a division of Johnson and Johnson followed by 12 years in 3rd party patient financing.
She will share with us some of the latest tools to communicate affordability and retain patients for life!
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Thank You!
10/13/2009
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Effective Patient Retention Patients For Life!

by Aestetics 360 on Oct 13, 2009

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