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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