Infographic Friday: A Loyal Patient Is a Doctor’s Best Friend

When it comes to creating customer loyalty, some businesses have it easy: a punch card for a free meal at the local fast-food joint, miles or points for airlines’ frequent fliers or free shipping for regular users of Amazon.com and countless other e-commerce sites.

Doctors, not so much. Needless to say, offering punch cards for Botox or bonus points for butt lifts probably isn’t a good idea. Nevertheless, generating loyalty remains the key to retaining existing business, which, as we’ve seen, is among the most cost-effective ways to generate good ROI.

So what drives customer loyalty? As common sense would suggest — and this infographic from Zendesk shows — quality and customer service trump price, convenience and everything else. And when nearly one-half (48%) of people say the best time to earn that loyalty is during their initial purchase or service, it really is true that you don’t get a second chance to make a first impression.

loyalty, patients, ROI

The most telling insight of the above, however, isn’t what drives customer loyalty, but rather, the actions customers take to demonstrate it. According to the data:

  • 78% spread the word and tell others
  • 69% buy more
  • 54% don’t consider other competing products/companies

Telling others, buying more and not even considering other providers. Now, that’s loyalty that pays for itself — in reputation, in referrals and long-term ROI — and you don’t need to offer a punch card or bonus points to earn it.

About Rob Lovitt

Rob Lovitt is a longtime writer and editor who believes every good business has a great story to tell. He has written for dozens of magazines and websites, including NBCnews.com, Expedia.com and the inflight magazines of Alaska, Horizon and Frontier airlines.

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