Brand Delivery is a Choice. Approximately 70% of all purchases are made by loyal customers.1 Additionally, increasing customer loyalty by a mere 5 percentage points can actually increase profits by an average of more than 65 percent and growth by more than 100 percent.2 These two statements are certainly compelling, if not jaw dropping, and can certainly explain the ubiquity of customer "loyalty" programs. While these programs can certainly provide value (any research on the impact of these programs?) organizations investing in these programs are leaving a significant source of loyalty untapped: the loyalty of their employees.

The Customer Experience and Its Undeniable Importance. At the heart of any for-profit business resides the customer. Businesses compete intensely with competitors to attract, serve, and most importantly, retain customers. Making this all the more challenging is the fact that there are more consumer choices in today’s marketplace than ever before. These customers come in all shapes and sizes and display a wide variety of interests and demands: some are young while others are old, some are impulsive while others are discerning. Still, businesses must compete for all of them. And, more importantly, in today’s emerging experience economy, businesses must do far more than simply make goods or deliver services to be successful in this regard. Modern businesses must create an experience that truly resonates with all customers and potential customers. Further, it is imperative that this customer experience be fully aligned with a business’s intended brand in order for a business to truly create a brand that lasts. In the eyes of most consumers, best-in-class businesses create a branded customer experience and deliver it authentically. For it is the experience, far above mere goods and services, that creates lasting impressions and loyalty in customers.

Your patients have a choice in healthcare providers and Corvirtus can help ensure you are their first choice. Whether you are a small family practice, an office of specialists, or a large facility providing a variety of services, your patients have expectations for how they would like to be treated and what their experience should be. As customers (your patients) become more savvy, they are no longer willing to take average experiences for granted. If you are able to consistently deliver the customer experience you intend for your patients to have, you will earn their loyalty. If you fail to deliver the right experience, your business could suffer the same fate as any other unsuccessful practice: patient defection, a bad reputation, and profit loss.

Have you ever wondered why the experiences you’ve had at two identical stores, owned by the same company, were so decidedly different? One store delivered while the other fell far short. You’ve probably also had an experience in a restaurant where its employees did the right things, but you felt that they were simply going through the motions. Then there are other times when your customer experience has not been what you expected it to be, but it didn’t bother you all that much because you felt that the person taking care of you really cared about you.