“Little things done in concert create BIG results.” Chris Gangnes
Imagine getting a second chance to convert every lost opportunity.
Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, as to if they ‘only’ gave you a score of 4.8. – TeleFaction data research
The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics
Patient referrals are the most important source of new patients to any practice. An outstanding experience creates patients that want to sing your praises to all their friends.
83% of consumers are willing to refer after a positive experience—yet only 29% actually do – Texas Tech
People are 4 times more likely to buy when referred by a friend – Nielsen
Improving the patient experience isn’t just about making the office a better place for your patients. Your efforts result in improvements in all aspects of your business. When patients receive better service on the phone they are more confident in the practice’s ability to care for them and are more likely to schedule an appointment. It is not enough just to have a friendly voice on the phone. A prospect needs to trust the organization and people require knowledgeable, compassionate staff members to answer questions, explore motivations, and distinguish your practice as the best choice to spend their money. The more calls that your staff is able to book, the greater your return for your patient acquisition investments.
Improvements in the patient experience don’t just impact the phone conversion rate. The same concepts improve the experience before consultation, during consultation, at the time of procedure, and follow up. This improved phone experience starts the process of patient care and a good experience on the phone makes each of the next steps of patient care easier.
A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy
With each great experience the likelihood of your prospects becoming patients and your patients referral sources increases. So not only are you improving your conversion ratios but also helping to create more patients through patient discussions about their experience with friends, family, coworkers, and anyone else who will listen. More patient referrals allow you to decrease your marketing expenses and create a prospect population that will be easier to transition into patients, are more loyal to your prospects and more likely to refer addition prospects.
It costs 6 – 7 times more to acquire a new customer than retain an existing one – Bain & Company
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