Consumer buying habits and touch points for cosmetic and aesthetic medical practices.

1. Welcome
Michele Garber, Founder
Michele Garber,Founder NipTuck Coach
Patient Advocacy, Consulting
www.niptuckcoach.com
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2. The Importance of Direct
Communication in a Digital Age:
Patient Touchpoints
Presented By Michele Garber
VCS Vegas 2015
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3. There are many ways to communicate
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4. Consumer Decision Making is
Interactive
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5. Social Media and Technology:
• Changed the Way We Get
Information
• Changed the Way We
Interact
• Changed the Way We
Make Decisions
• Changed They Way We
Bond with Brands
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6. Michele Garber, NipTuck Coach (c) 2015
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Customer Loyalty Is Driven By “Trust”

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10. Patient Touchpoints:
Your brand’s (practice)
points of
patient contact from start
to finish.
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11. Stages of Patient Touchpoints:
1. Awareness
2. Research
3. Purchase
4. Treatment or
Use
5. Bond and
Loyalty
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12. Patient Touch Points
Decision Making PurchaseResearch
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13. Direct Communications
Office Staff
Medical
Team
Patient
Coordinator
Procedure
Quotes
Check-In
Phone
Surgeon
Documents
Follow-up
Emails
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14. Improve Direct Communications:
• Identify your patients' touchpoints
• Step into your patient’s shoes
• Walk through each touchpoint
• Map out your patient’s touchpoints
• Identify areas that need improvement
• Think of ways to differentiate and develop a “WOW”
patient experience
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15. The Personal Touch
Have you sent your patients a
“Thank You” recently?
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16.  Evaluate consumer
touch points
 Analyze your strengths
and weaknesses
 Develop different
communication
strategies for different
markets and
demographics
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17.  Stay true to your
practice‘s unique value
proposition
 Promote those strengths
through social media
channels, PR and direct
communications
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18. Positive Interaction
with Touch Points
Negative Interaction with
Touch Points
Sink or Swim
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19. Check and Balances
Don’t become complacent about your practice
Don’t become greedy
Create patient surveys with incentives to
complete
Conduct a yearly internal and external
communications audit
Engage a secret shopper to shop your practice
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 Consumers develop positive or negative perceptions
based on the touch points they encounter
 Buying decisions are based on these encounters
 These touch points serve as the foundation of the
relationship
In Conclusion

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“Communication- the human
connection- is the key to personal
and career success”
-Paul J Meyer

22. Thank You
www.niptuckcoach.com
www.facebook.com/niptuckcoach
Follow me on Twitter @niptuckcoach,
#safetyinaesthetics
Subscribe to
The Nip/Tuck Talk™ Radio Show
on iTunes and Stitcher.com
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