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    Challenge We Solved -- Customer Loyalty

 

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Problem

Telecom firm that provided outsourced telecom services to SMB companies had high customer churn, negatively impacting the bottom line.

Solution

Strategic Marketing Solutions evaluated & improved the existing customer experience and customer service processes. We conducted satisfaction surveys, uncovered loyalty motivators, and developed quality and satisfaction programs along with improving the customer touch experiences.

Result

Our client achieved and maintained a customer retention rate of 98.7%.

 
 

Increase Physician Referrals & Patient Experience. In-hospital imaging center faced increased competition from free-standing clinics. Patients were foregoing colonoscopy screening and chronic back pain issues.

We conducted individual interviews and focus groups with referring physicians, colonoscopy-resisting patients, and spine and chronic back pain patients, along with eliciting feedback from medical staff. We tested conceptual service descriptions, explored attitudes and referral habits, and what triggered patient action and inaction. We also identified and defined desired patient experience including process, physical environment, and desired new center locations.

Successfully launched new imaging centers and new services, implementing recommendations on how to communicate services and overcome the hurdles holding back patients and referring physicians. Patient experience was significantly upgraded including waiting room aesthetics. New imaging centers increased departmental appointments/screenings dramatically. And these new centers achieved highest patient satisfaction ratings and added profit.

 
       
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June 21, 2018   GETTING IT RIGHT - THE FIRST TIME
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