Areas
of Expertise
Customer Loyalty and Retention
It's an old problem: Businesses spend all their money and efforts beckoning new clients to enter through the front door while established customers walk out the back door.
Retaining customers is a critical success factor in health care today. We help firms discover why customers leave when opinion surveys say they are satisfied. We can help you determine the root cause of member defection, and the prime motivator for member retention. Our book, Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty is the definitive text on how to increase patient loyalty and positively influence the bottom line of medical practices and health plans. To calculate what disenrollment is costing your health plan, take a look at our cost of disenrollment worksheet.