The HSM Group - Resource: Loyalty, Satisfaction, Member Retention, Focus Groups

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Satisfaction, Retention, and Loyalty

HSM Receives Innovation Award Monographs Get Adobe Acrobat here:http://www.adobe.com/prodindex/acrobat/readstep.html
"Retention Benchmarking 2000: A National Study" by: Steven D. Wood, PhD, Sharon Flanagan-Hyde, MA, and Maggie Bruce
"Using Loyalty Programs To Increase Retention and Promote Healthy Behaviors" by: Steven D. Wood, PhD, Dana Hoernig Felthouse, MBA, and Maggie Bruce
"Understanding the Causes of Disenrollment" by: Steven D. Wood, PhD, Dana Hoernig Felthouse, MBA, and David L. Stefan, MS, MHA (Must have Adobe Acrobat Reader to veiw this .PDF file)
Newsletters The Loyalty Line, a successful strategies newsletter for managed care executives. HSM Ebriefings, electronic newsletters with tips to help you increase customer retention and loyalty. Use Quality Data To Retain Customers See tips for health plan success.
Other Articles
"The Prescription for Effective Physician Interviews" by Sheryl Bronkesh, MBA, Quirk's Marketing Research Review, January 2004 pages 20-22.
"Listen Your Way to Satisfied, Compliant Patients" by Sheryl Bronkesh, MBA, Practice Pointers (an American Osteopathic Association publication), September/October 2002 pages 25-31.
"Strategies for Improving Health Plan Member Retention and Loyalty" Series
"Improving Patient Satisfaction" series of articles by Sheryl J. Bronkesh, MBA, published in Audiology Today:
"Focus on Relationships Increases Medicare Retention" by Dana H. Felthouse, MBA, On Managed Care, June 1998 pages 7 & 8.
(Chapter 1): Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty, by Anne-Marie Nelson, Steven D. Wood, Stephen W. Brown, Sheryl Bronkesh and Zachary Gerbarg, MD, Gaithersburg, Maryland: Aspen Publishers, Inc., Gaithersburg, Maryland, 1997. Chapter 1.
"Nuts to You! How Southwest Airlines Creates Loyal Customers" excerpted from The Loyalty Line newsletter, January 1997.
Bayer, HSM Launch National Loyalty-Retention Effort for Health Plans.

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