EP 94: The Number One Reason Your Practice May Struggle to Retain Patients – With Chris Hood

Episode Summary:

In this episode of Practice Growth HQ I speak with Chris Hood about how healthcare providers can better understand their patients in order to build customer loyalty. 

Chris Hood is a digital strategy expert with over 35 years experience advising global giant businesses on how to align with their customers to amplify their value. Chris is also a speaker and published author. 

In this episode, you’ll learn why it’s so important to truly understand your patients, how to start creating more customer loyalty, and what the customer journey looks like today.       

If your practice is struggling to retain patients, this episode could be a game-changer for you. 

What you’ll learn: 

  • (04:11) Chris shares his journey into business and what led him to writing his book, Customer Transformation 
  • (07:03) Unpacking the business case for customer transformation   
  • (10:29) Why it’s critically important to understand who your customer is and what their aspirations are  
  • (13:27) The simple and basic concept that most healthcare businesses miss entirely     
  • (16:52) How to uncover what your patient’s aspirations are so that you can start building customer loyalty   
  • (17:56) The number one reason you might struggle with patient retention     
  • (20:12) Interfaces: What are they and why are they important to use in your business? 
  • (25:21) The New Customer Journey: Why touch points are outdated and what you need to be thinking about instead    
  • (31:16) Why you should encourage your patients to share their Fitbit data 
  • Plus loads more! 

Links and Resources: 

Website: https://www.chrishood.com

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