Customer Loyalty In Healthcare Organizations

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Customer loyalty has been the topic of discussion for many organizations in today’s healthcare industry. Often times a customer’s loyalty is a key factor when it comes to retaining customers. Healthcare providers and clinics should focus on satisfaction too however in order to retain their customer base, they should measure customer retention report extremely careful. According to the text, Goetsch & Davis (2014), “To retain customers over the long term, organizations must turn them into partners and proactively seek their input rather than waiting for and reacting to feedback provided after a problem (Goetsch & Davis pg. 104.) This statement alone does not mean that customers will remain with a particular provider or clinic but it can be used as a starting point with customer retention. Providers or clinics should be very proactive when there are complaints of service …show more content…

(2017). Key Concepts of Total Quality Management Within a Healthcare Organization. Retrieved October 20, 2017, from http://smallbusiness.chron.com/key-concepts-total-quality-management-within-health-care-organization-77731.html Goetsch, D. L. & Davis, S. B., (2014). Quality Management for Organizational Excellence. 7th Ed. Pearson. Retrieved from https://www.betheluniversityonline.net Oh, J. (2012, May 30). Quint Studer: Leadership Coach for Hospital CEOs. Retrieved October 22, 2017, from https://www.beckersasc.com/news-analysis/quint-studer-leadership-coach-for-hospital-ceos.html Ranade, K. (2012, December 10). Customer Loyalty – What is it? How Can You Measure and Manage It? Retrieved October 19, 2017, from http://www.loyaltyresearch.com/?s Studer, Q. (2009). Alignment, Action, and Accountability: Getting Results In a Down Economy. Hfm (Healthcare Financial Management), 63(6), 52-60. Suki, N. M. (2011). Assessing patient satisfaction, trust, commitment, loyalty and doctors' reputation towards doctor services. Pakistan Journal Of Medical Sciences, 27(5),

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