Where Does Loyalty Come From?
- Leadership Excellence: Shared vision of purpose. Total involvement of staff. Mutual accountability.
- Employee Engagement: Role versus job tasks. Global expectations. Localized. On the spot recognition.
- Customer Loyalty: Treating patients as a VIP = Very Individual Patient builds patient trust where patients say, “You’re not just A doctor, you’re MY doctor.” This leads to peace of mind.
- Key Loyalty Outcomes: Patient intends to return, intends to refer others, likely to give back in other ways (philanthropy, foundation, volunteer, etc.)
Loyalty Success Formula: Leadership drives internal service quality and engaged employees, and they in turn drive exceptional patient experiences.