What is Loyalty? How do people become loyal to a service brand? What are the underlying mechanisms that build and maintain loyalty? Not surprisingly, your people are the key.
Provider Groups and Health Plans often mistake transactional convenience for customer loyalty. Customers can stay with a health plan or keep returning to a healthcare facility just because they have no strong reason not to, or because the location is convenient or there is an inertia to making change. This is transactional convenience and they will leave you as soon as something they have a reason to or they find a better option.
Contact Jamie Jordan, Research Services Manager to set up a discussion or a short webinar or receive a copy of our White Paper on how hospitals and health plans are creating true customer loyalty.