Improve Your Practice with Customer Feedback

Being able to gauge what your customers think about you is very powerful and makes your business more agile to respond and react to their customer desires. I have included in this post some ways getting more customer feedback to gain insights and drive more referrals and customers to your practice. 

Reviews

There are so many ways todays that your customers should be able to reach you whether it is on your Facebook, Linkedin or Twitter accounts what you need to be doing is cafully datamining this data and pulling some insights into what you are doing that your customers want to change. There is nothing better that drives customer engagement and loyalty. It will also gives you a sense of just how your patients are discussing you and how they are describing you and what they are asking from you the next time they have an interaction with you.

In person

This way you can call some your patients and just see what they thought about the service that you provided and can simply be a matter of spending an hour a day for a week calling some of your customers and seeing what their responses are. this is an authentic way of creating a community and find out what they are saying about you and your business.

Blog Posts

This is a simple way to get your customers talking about you by posting and getting comments and reviews asking your customers to drop their comments. This post could be from the person in charge of writing the posts or from one of team asking for example their opinions on the plans to build a new gym or have more yoga classes on a Wednesday morning. This is brilliant and avoids a probable disaster for you in creating something for the business when there isn’t even a need in the first place.
What was your reason for cancelling today. Most people will go for the but then they have the opportunity to give you some more reasons and insight into the exact reason maybe it was that they do not need the service right now or that the price point was too high. If you can take these answers and react to them, as a practice you will be seen as more agile and react to your customers needs and desires and solving your customers problems and increasing customer sentiment.

Customer Boards

What about going to your social platforms Facebook and Linkedin and ask your customers what they think of you as a company and if they can describe you in a phrase. This is gold and not only do you have your customers engaging with you but they are replying to your questions and at the same time you are showing them you are interested in what they have to say. The option to this is doing alot of data mining. This way I have explained is much better. 

Teams

Why not try to make use of the teams that you work with and even if you are a small outfit it can be as simple as asking the secretary what the questions and complaints customers have come to her with or asking your collegue who recently went to CPD training what new developments have been happening out there that you need to be aware of and if so improved upon. This is not something to do once a year but should be done consistently to make sure your practice is up to date with all the latest news and developments in the industry.

Use of customer surveys
There are various online customer surveys available such as 4Q which allow business owners to evaluate the online experience, measure customer satisfaction which allow you to quickly implement website improvements based on real visitor feedback. Use of these tools are easy enough and there are some free trial of these tools available but it is an excellent resource.

Most surveys are done as a pulse read, we have a thought in mind, a question we want answered, a project we are doing and we do a survey. That is great. But surveys can be hugely powerful as a continuous and ongoing measurement system. Having surveys continuously deployed on your website will mean that you will always have your finger on the pulse of your visitors. More importantly it will mean that you can account for seasonality, external influences (like press releases or company events) and marketing campaigns. 

I hope this has provided some ways of using customer feedback to gain insights and make your healthcare practice more robust and agile to your customer needs and desires. Please feel free to drop by and leave a comment if you have found other ways of getting more feedback from your customers.