This question is a tantalizing, but kinda-easy, riddle. How can the largest retail operation in the US have no stores? The answer, of course, is that the Internet (and online shopping) has given us Amazon.com. And, by market value, it’s bigger than Walmart.
But Amazon and other online shopping centers have a high-priority need to remain connected with the customers they never see or meet, and to earn their loyalty, repeat business and referrals from a distance. Here’s a small but effective technique that transfers from their retail playbook to healthcare.
You can “borrow” this easy and quick technique today. Use it to gauge and grow a positive patient experience and to inspire positive patient reviews.
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The HAPPY or NOT HAPPY card…
Products purchased online often have a small note enclosed that asks the most fundamental consumer survey questions: Happy? (or) Not Happy? Plus, it provides instructions about what to do in either case. One side of the card reads:
HAPPY? We’re just happy that you’re happy. If you don’t know how to express your newfound joy, we’ve got a few suggestions…
NOT HAPPY? Our friendly customer service team will work hard to put a smile back on your face. Here’s how we can connect:
A healthcare provider’s office has the additional benefit of asking for “Happy / Not Happy” patient feedback in person and in the office (while the experience is fresh and motivation to act is high.)
Why this works…
Patients who you have helped are generally pleased to be asked, and are receptive to making a positive online review. But the common stumbling blocks are that:
See how Healthcare Success transforms doctor marketing by generating exposure and increasing qualified leads!