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The New Metric That Matters

September 6, 2018
12:00-1:00 CST

Loyalty in health care, until recently, was not much more than a buzzword. It was difficult to measure, impossible to predict, and not applicable to health care traditionalists. Today, ignoring efforts to measure and improve customer loyalty could prove to be a serious issue for health care organizations. The attrition of non-loyal health care customers can exceed $100 million in lost revenue per hospital annually. This webcast will dive into the wants, needs, and expectations of those we in the health care field hope to serve and those we ultimately hope to make loyalists.

Learning objectives:

  • Understand the current environment of consumerism and loyalty in the health care field, where it is going and how we have to change.
  • Identify the positive and negative impacts of loyalty on the organization.
  • Identify industry tools and metrics that assess loyalty.
  • Understand the seven aspects that impact loyalty and how to quantify each aspect.