This post is part of a series on the 7th Customer Lovefest held at the Tower Club Makati last November 15-16, 2018.
Hennesy Lou Miranda, Customer Experience and Engagement Director of Asian Hospital and Medical Center shared about successful loyalty program implementation of their award-winning medical institution.
What customers value
Customers value creativity, customization, connection, compassion and consistency in character. In order to get customer’s loyalty, company should exceed customer’s expectation for their customers to achieved not just satisfaction but also delight.
According to Miranda, companies should first design their own service blueprint, in order to make their customers experience “DELIGHT.” There are certain things to be considered in designing service blueprint such as high level, front stage, backstage, touch points, performers, enablers and measurements.
Companies should also engaged their whole team. Effective leadership is main factor to make your whole team committed. Each unit from smallest unit to biggest unit should make an effort to make customers loyal to them.
Companies must also live up to their values. They should stick to their principles and beliefs. They should promote this values through their works and services.
Another thing is Innovation. One should innovate ideas for the betterment of their services. Companies should always look at different areas to be improved. One example is adapting to modern technology.
Next is Go beyond the equipment. In relation to adapting to modern technology, company staff should explain to their customers when they apply new technology, on a manner that they will easily understood how this equipment works and the benefit of using this.
Companies should also harness their employees’ skills by providing them continuous education. Employees should have training and seminars in order to strengthen their capabilities.
Last but most important thing is, Treat your patients/customers as your family. Treat them how you want your family to be treated. Care for them like your own family.
Before ending her presentation, Miranda pointed out that customer loyalty is a product of a consistent, delightful experience throughout the customer journey.
More ideas on improving your businesses’ Customer Experience await you at the 8th Customer Lovefest this November 14-15, 2018 at Discovery Primea, Makati City. For more information, call us at (+632) 633-0153 / 643-3887, text us at (+63) 920 920 2532 / (+63) 920 981 4376, email us at firstname.lastname@example.org / email@example.com or visit us on Facebook.
Written by Michelle Camacho