Customer experience refers to all the interactions customers have with a business, even the smallest adjustments along the journey can produce significant improvements. This principle holds particularly true in industries where trust, empathy, and precision key elements, such as healthcare. As the marketing manager of Dr. Frank Cure, a well known Colombian bariatric surgeon, I've witnessed the transformative impact that small changes can have to the patient journey in enhancing overall satisfaction.
The initial point of contact sets the tone for the entire patient experience. By promoting complete customer service where assistants have a good tone of voice and an excellent supposition to treat our patients, we allow them to develop a sense of trust and comfortability. Our website's and content tends to be informative and accessible, allowing us to educate better potential patients about the different bariatric procedures offer and clear common doubts. This small adjustment increases website engagement while empowered patients to take informed decisions based on confidence. Secondly, enhancing communication channels is crucial in making better our patient journey. Implementing a humanized appointment scheduling system with five assistants answering phone calls and messages and enhancing communication through various platforms, including email and social media, significantly reduced wait times and facilitated interactions. Patients appreciate responsiveness, leading to higher satisfaction rates and improved perceptions of the service provided. Moreover, providing tailored pre- and post-operative guidance programs, ensured our patients sense of support and guidance though every step. Whether through virtual consultations, educational materials, and post operation support groups, we made it our priority to address individual needs and concerns, creating a big community whose name is #UnaNuevaVida. In conclusion, while the concept of enhancing the customer journey may seem easy and meaningless, even minor adjustments can bring substantial benefits to a company in terms of customer experience. Having the ability to track and modify the customer journey within a
company can bring humongous benefits. As exemplified by my professional experience at Dr. Frank Cure's practice, focusing on improving initial interactions, delivering humanized customer service and creating a trustable community lead to the satisfaction and loyalty of over 5000 patients around the world
PUBLISHED ON MARCH 19, 2024
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