COSLA on Creating Long Term Relationship with Customers

1. Understanding Marketing Management
Creating Long Term Loyalty Relationship
(Engaged Customers)
Jose R Alves Jr MD
AGSB MBAH
Marketing Management V84
https://www.linkedin.com/in/josealvesjrmd21fpsgs

2. https://www.linkedin.com/in/josealvesjrmd21fpsgs
Satisfying, Attracting, Retaining
Customers
Retain Customers
Attract New customers
Loyalty
Increased Profits
1. Customer Perceived Value
2. Product and Service Quality
3. Customer Total Value
4. Brand Communities/Membership
5. Customer Relationship
Management
6. Addressing Customer Complaints
Loyal Customers

3. https://www.linkedin.com/in/josealvesjrmd21fpsgs
Outline
How to Create
Customer Engagement
1. Total Customer Satisfaction ( #ExceptionalExperience)
2. Customer Empowerment (#CustomerIsKing)
3. Customer Relations Management (#ClientEngagement)
4. Local Application

4. https://www.linkedin.com/in/josealvesjrmd21fpsgs
1.Total Customer Satisfaction
#ExceptionalExperience
1. Product and Service Quality
2. Buyers Expectations
3. Monitoring Satisfaction
a. Surveys
b. Social Media

5. https://www.linkedin.com/in/josealvesjrmd21fpsgs
Patients
ISO
JCI
Good Clinical Outcome
Excellent Patient Survey
1. Retain/Repeat Patients
2. New Patients
3. Long Term Patients
Increased Profits
Concept Application
Total Patient Satisfaction

6. https://www.linkedin.com/in/josealvesjrmd21fpsgs
2.Customer Empowerment
#CustomerIsKing
1.Evangelist of Brands
2.Social Media
3.Customers Reviews and Recommendations
4.Customer Complaints

7. https://www.linkedin.com/in/josealvesjrmd21fpsgs
Concept Application
Empowered
Patients
Patient Complaints, Suggestions,
comments on FB
TQM of Health services
Improved
Services
Satisfied Patients
Return Patients
New Patients
Increased Profits

8. https://www.linkedin.com/in/josealvesjrmd21fpsgs
3.Customer Relationship Management
#ClientEngagement
1. Personalized Marketing
2. Permission Marketing
3. Customer Touch Points
4. Customer Value Management
This Photo

9. https://www.linkedin.com/in/josealvesjrmd21fpsgs
Concept Application
Customer Relationship
Management
American Express
Customer Value
Management
Long Term Customer
Loyalty
Increased Profit
Touch Points
Personalized Marketing
Loyalty Programs
Points to Cash

10. https://www.linkedin.com/in/josealvesjrmd21fpsgs
Summary
Long Term Customer Engagement
1. Total Customer Satisfaction (#ExceptionalExperience)
2. Customer Empowerment (#CustomerIsKing)
3. Customer Relations Management (#ClientEngagement)
4. Local Applications
Patients @
BHSMC
American
Express

11. Understanding Marketing Management
Creating Long Term Loyalty Relationship
( Fully Engaged Customers)
Jose R Alves Jr MD
AGSB MBAH
Marketing Management V84
https://www.linkedin.com/in/josealvesjrmd21fpsgs