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Slide 1: Key Objectives: •Reward Customer Loyalty •Increase Customer Satisfaction •Increase Access & Awareness 1
Slide 2: Clinic Sales & Marketing Rewarding Customer Loyalty Increasing Customer Satisfaction Improving Access & Awareness http://www.mastersungroup.com 2
Slide 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 , Clinic’s Anniversary – Regular : Email Birthday & Anniversary Wishes – Special : Small pack of specially wrapped chocolates during B’day • Reward Customer Loyalty by improving services and introducing new services/products – This will be done by profiling customers and understanding them better 3
Slide 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 ‘Bring your maid or her children for subsidized treatment’ – % of Fees Devoted to a Social Cause based on 2-3 causes supported by clinic like CRY 4
Slide 5: Memorabilia Ideas • Typical stuff like Mugs, Pads • Book on Quotes, Calendar with Quote of the Month • Special type of tooth brush 5
Slide 6: Clinic Sales & Marketing Rewarding Customer Loyalty Increasing Customer Satisfaction Improving Access & Awareness http://www.mastersungroup.com 6
Slide 7: Increasing Customer Satisfaction by Building 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 7
Slide 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 8
Slide 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 9
Slide 10: Clinic Sales & Marketing Rewarding Customer Loyalty Increasing Customer Satisfaction Improving Access & Awareness http://www.mastersungroup.com 10
Slide 11: Increasing Customer Awareness by Theme Based Merchandisizing • To improve awareness of existing customers through effective internal merchandizing (posters, flyers, tentcards) 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 11
Slide 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 patient’s permission 12
Slide 13: Increase Customer Awareness by Online Marketing – Using Search Engine Marketing focusing on all related keywords for person looking at say ‘ Dental Clinic in Bandra’ – 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. 13