Seven Ways to Boost Customer Retention Rate

The Doctors Guide to Responding to Reviews

Here's how to respond appropriately to keep your reputation spotless.

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Growing your practice involves bringing in new clients while keeping the ones you have. Customer retention is based on customer loyalty, which leads to referrals and news of your business spreading by word-of-mouth. Here are seven ways to boost customer retention and earn yourself some free marketing.

1. Customer Discounts

To entice returning customers and let them know they are valued, offer discounts or rotating specials they can receive by email. These can be monthly specials or discounts that vary based on the services you are trying to promote at a given time.

2. Cross-Selling and Upselling

Cross-selling and upselling are great techniques to promote other services offered by your practice and show how each of those services can be upgraded. If a patient schedules a consultation for a facelift, you can also mention that you offer facials to refresh the results of a facelift once healed – this is an example of cross-selling. Upselling offers additional services that can be added on for an additional fee. For example, liposuction is often performed along with other fat reduction surgeries for more dramatic results.

3. Customer Loyalty Program

A customer loyalty program is a great way to build relationships with your clients and create incentives for them to return to your practice. Clients can earn points for receiving certain procedures, like 200 points for a chemical peel, then use those points to earn specific rewards, such as a facial procedure for half off after 1,000 points have been earned.

4. Personalization

Personalizing emails or web pages helps customers feel valued and this improves their entire experience interacting with your practice online and in the office. You can set up smart forms to encourage clients to sign up for email subscriptions and create a welcome email (add link once posted) that will greet them by name if they do sign up. Smart forms can also be used to welcome clients by name when they visit your website or automatically send an email on their birthday or other special events.

5. Subscriptions

Email newsletters and blogs keep your clients connected to your business, even when they are not actively visiting your practice. Cosmetic procedures can only be done so often, but subscriptions remind clients about you and keep them informed about the latest procedures you offer or information about those procedures.

6. Know Your Customers

When you know your customers and what they want, you can better tailor your marketing and content to meet them. Use client feedback to offer specials for specific procedures, create content based on their interests, and use your social media platform to answer client questions or remind them of the services they might be interested in.

7. Resource Page

Having a resource page for blogs, learning resources, videos, and more, tells clients how they can best utilize your practice. Your resource page acts as a hub where people can go if they want to learn more about a medical procedure, have concerns about a medical problem, or simply want to learn more about how you practice.

Boost Customer Retention and Your Marketing Strategies Today

At DLM, we want to build you a personalized marketing strategy that highlights your practice’s goals and creates an equally personalized experience for current and future clients. Retaining customers is a crucial part of business growth and we have the strategies to help. Visit us online to learn more about the many services we offer or schedule a 15-minute demo with our team.