Thursday 3 February 2011

How emotionally connected are your patients? (and why does it matter)





The other day I came across some research that related to retention of customers, referal rates and purchasing and how these factors are affected by how emotionally connected the client feels to us.

Retention

Recommendations

Buy more

Unfulfilled

7%

3%

9%

Functionally satisfied

33%

16%

10%

Emotionally connected

58%

49%

41%

Whilst the research was not undertaken within dental practices, the principles are still valid.

What the study shows very clearly is that when our patients are emotionally connected to us and our practices they are more likely to stay as patients, refer us new clients and buy more from us.

So the question is; How do all members of your team need to be, and what do you and all need to do to establish an emotional connection with your patients?

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