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Customer retention strategy
This document outlines a customer retention strategy for a pharmacy. It discusses the importance of understanding customers, providing quality service and support, and managing feedback and complaints. It then recommends using a multichannel approach including email, website, mobile app, call center, and social media to engage customers. Some specific tactics mentioned are email reminders and prescription delivery, search engine optimization of the website, an app for customer questions, and responding to customer issues within 12 hours. It also stresses training employees, measuring strategies, and retaining and growing customers through loyalty programs and personalized service.
Healthcareâ—¦
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Customer retention strategy
- 1.
- 2. WHO IS ACUSTOMER? A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration.
- 3. WHY IS ITHARD TO RETAIN CUSTOMERS? COMPETITOR’S PRODUCTS PRICE/SERVICE DIFFERENCE AFFILITY TOWARDS OTHER BRAND
- 4. MULTICHANNEL APPROACH HELPS TO WINMARKETS AND ENCHANCE MARKET SHARE 1
- 5.
- 6. EMAIL â–Ş Reminders toloyal customers â–Ş Prescription can be sent via email â–Ş PRIVACY of the customer is maintained
- 7. Website Search engine optimization (SEO) â–ŞMedicine â–Ş Medicare â–Ş Prescription â–Ş OTC (These words should be used to pop the website on the top ot the list) WEB Web Advertisement â–Ş Website should be attractive and creative â–Ş Advertisement in pharmacy colleges â–Ş Advertisement through social media
- 8. CREATING BUZZ MOBILE App creation “ASKME” Customers can get their doubts cleared Can order through the app Compare prices and get suitable medicines CALL CENTRE Customers doubts should be cleared within 12 hours A unit should be appointed to handle customers complaints ADVERTISING Through social media, colleges, schools, hospitals,etc. OOH near the junctions Educating the masses regarding the usage of digital media for purchasing medicines
- 9. TRAINING â–Ş Office teamshould be trained for handling customer complaints â–Ş Soft skill training â–Ş Training to handle advance technology â–Ş Motivation through appreciation and incentives INTERNAL CUSTOMERS ARE EQUALLY IMPORTANT
- 10. SOCIAL MEDIA Use bigimage SOCIAL MEDIA
- 11. INTERNET USAGE (JAN 2015) BlackGray 243Mn 19% 20 Mn 16% Active internet users Percentage of the population using net Active mobile internet users Percentage of the population using mobile net
- 12. Customer service Email marketing Loyaltyprograms personalization Accessibility Customer decision support Payment options Rating & reviews Web analysis Online survey Site performance monitoring Competitor benchmarking Usability Content targeting Brand monitoring Search engine marketing Shopping comparison Affiliate marketing MEASURE & OPTIMISE RETAIN & GROW CONVERT ACQUIRE
- 13. RETENTION PROCESS UNDERSTAND THE NEEDSOF THE CUSTOMERS PROVIDE THE REQIURED SERVICE AND SUPPORT FEEDBACK AND COMPLAINT MANAGENENT
- 14. MAIN STEPS CUSTOMER Study theneeds Customer profiling Data tracking Privacy Providing the service Free home delivery Comparitive study Provide suitable option Promotion Social media Medical professionals Retailers Discount offers Awareness Educating the masses Small ads displayng the uasge of digital media for purchasing medicine Emdorsements by filmstars Feedback Usability Data mining surveys
- 15.