Creating Consumer Loyalty In Healthcare(1st Edition)
Authors:
R. Scott Macstravic
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Book details
ISBN: 1567931081, 978-1567931082
Book publisher: Health Administration Press
Book Summary: Move beyond the conventional techniques of measuring patient satisfaction and developing quality improvement plans. Learn how to not only develop consumer loyalty but how to "mine" it-encourage loyal consumers to return value to your organization by volunteering, donating, governing, word-of-mouth advertising, and more. This new approach will help you gain much more than just "feel good" scores for your survey files. Includes strategies for: Learning what patients value Managing the delivery of value Tracking the value you deliver Persuading consumers to return value to you Returning value to loyal consumers
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