3. Reward Customer Loyalty
⢠Reward Customer Loyalty by building an active database
and making them feel special
⢠Breaking customers into regular & special
⢠All :Email Greetings during Festivals, New Year , Clinicâs
Anniversary
⢠Regular : Email Birthday & Anniversary Wishes
⢠Special : Small pack of specially wrapped chocolates during
Bâday
⢠Reward Customer Loyalty by improving services and
introducing new services/products
⢠This will be done by profiling customers and understanding
them better
4. Reward Customer Loyalty
⢠Reward Special customers by invites to specific events
⢠Every Last Saturday/Sunday booked for a small session in
improving awareness of dental health & advancement in
dental technology
⢠Mobilizing the patient community for a social cause and
encouraging their participation âBring your maid or her
children for subsidized treatmentâ
⢠% of Fees Devoted to a Social Cause based on 2-3 causes
supported by clinic like CRY
5. Memorabilia Ideas
⢠Typical stuff like Mugs, Pads
⢠Book on Quotes, Calendar with Quote of the Month
⢠Special type of tooth brush
7. Increasing Customer
Satisfaction by
Testimonials⢠The Clinic doctor/executives should engage with guests,
get testimonials
⢠Get Testimonials & Put them up
⢠Sharing with him/her a reference or a testimonial from an old
satisfied customer is a great way of putting all his doubts to rest
⢠Testimonial Wall
⢠Small booklet on dental health along with the mandatory
personalized checkup by Dr. Dinesh
8. Improving Customer
Satisfaction by Improving
People Capability
⢠Best Practice Highlights
⢠Customer Service Standards
⢠Standard Phrases
⢠Functional Standards
⢠Telephone Etiquette
⢠Standards Phrases
⢠Call handling
⢠Personal Grooming Standards
⢠Dress Code
⢠Personal Hygiene
⢠Creating Scripts
⢠Review Purpose
⢠Identify Situations
⢠Involve Staff
⢠Fine Tune
⢠Performer of the Month, Feedback of the Month
9. Improving Customer
Satisfaction by Measuring
Customer Feedback
⢠How well do you know your customers?
⢠Feedback Programme
⢠Satisfaction with service
⢠Residential and income profile
⢠Kids & their names, Occupation
⢠Daughter named Erica
⢠What percentage of your business is new vs. repeat?
⢠instruct your serves to at least ask the very simple question,
Have you been here before?
⢠Have you recommended to someone?
⢠How often do existing customers return, visit patterns
11. Increasing Customer
Awareness by Theme
Based Merchandisizing
⢠To improve awareness of existing customers through
effective internal merchandizing (posters, flyers, tent-
cards) focusing on a specific theme every month
⢠Merchandizing should carry a specific campaign/theme
⢠Merchandising should be inviting and encourage interest.
⢠Posters - Should always highlight the campaign
⢠Flyers sharing information on the various services offered
i.e. will be placed at the counter of the Clinic for all
customers to pick up
⢠Small Engaging Quizzes & Riddles can be developed
12. Increase Customer
Awareness by Online
Social Media
⢠Need to actively look at social media
⢠Need information which can be keyed by the data entry
person
⢠Information processed by us and updated on various social
forums by the data entry person
⢠Start an active blog on dental care
⢠Facebook page for the Clinic. Used as an updating and
enriching medium for existing/prospective customers
⢠Videos of machines and doctor presentation on Youtube,
with the patientâs permission
13. Increase Customer
Awareness by Online
Marketing
⢠Using Search Engine Marketing focusing on all related
keywords for person looking at say â Dental Clinic in
Bandraâ
⢠Register details on information portals like
www.Justdial.com & Yellow pages
⢠Quickr
⢠Sulekha Classified
⢠Register Clinic on any medical organization website that
provides details/contacts related to specific medical
requirements
⢠Healthcheck.in
⢠Establish differentiation from competition by recreating
Clinic online and facilitating community development
⢠Quality of website is indeed an indicator of the level of service
they can expect
⢠Showcase Clinic.