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Aspects of customer relationship management
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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
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(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),
Due to the increasing financial implications, patient satisfaction has become a growing priority for health care organizations, as well as transitioning the health care organization’s philosophy about the delivery of health care (Murphy, 2014). This CMS value based purchasing initiative has created a paradigm shift in health care in which leaders and clinicians must focus on patient centered care and the patient experience which ultimately will result in better outcomes. Leaders and clinicians alike must be committed to the patient satisfaction. As leaders within the organization, these groups must be role models and lead by example for front-line staff. Ultimately, if patients are satisfied, they are more likely to be compliant with their treatment plans and continue to seek follow up care with their health care provider, which will result in decreased lengths of stay, decreased readmissions, increased referrals and decreased costs (Murphy, 2014). One strategy employed by health care leaders to capture the patient experience, is purp...
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Customer satisfaction is what makes a customer come back again for another experience. The customers know the kind of treatment they are going to receive before they enter the store.
Another example of the benefits of keeping current customers satisfied are the surveys produced by TARP and PriceWaterhouseCooper. This TARP survey showed that 68% of customer defection takes place because the customer feels that they have been poorly treated and that it can cost up to five times more to buy new customers than to retain existing ones. Customer satisfaction not only benefits sales of goods and services but can also lead to bills being paid earlier by the customer. PriceWaterhouseCooper and the university of Bradfordsurveyed 3000 businessmen and the results show that if there was high customer satisfaction then bills were paid up to 14 days earlier than where there was poor customer satisfaction. All of this evidence shows that customer service is an integral part of a successful company.
The 'Standard'. Applying quality management in healthcare: A systems approach (3rd ed.). Chicago, IL: Health Administration Press. Spath, P. (2014). The 'Secondary'.
TQM was developed and utilized in other industries prior to adoption in health care (Shi & Singh, 2015, p.493-494). TQM has since modernized administration, reduced hospital stays, improved clinical outcomes, and improved patient satisfaction (Shi & Singh, 2015, p.493-494). Examples of utilization of the total quality management include improvement of patient safety through prevention of medical error incidences and as a positive influence for organizational learning and improvement. “Using total quality management approach to improve patient safety by preventing medication error incidences” is a study conducted at General Government Hospital to review current medication practices, implement a six sigma method through utilization of a five-step DMAIC procedure to find out the root cause for the errors, and establish solutions to avoid medication error occurrences throughout the hospital (Yousef & Yousef, 2017). The results demonstrated that the root cause was related to mistakes during prescribing due to poor handwriting (Yousef & Yousef, 2017). To decrease these errors, Guideline Recommendations to be followed by all physicians were published (Yousef & Yousef, 2017). This method is useful in decreasing errors during the prescribing phase and prevent the wrong medications from being administered. “Impact of Total Quality Management on Organizational Performance: Exploring the Contingent Effects of Organizational Learning and Innovation” is another article that discusses the importance of total quality management (Proceedings for the Northeast Region Decision Sciences Institute (NEDSI), 2017). This article examines the effect that total quality management can have on organizational learning and improvement. This has become an important concept for health care organizations specifically because of globalization and the pressure from insurers, accreditation agencies,
“Who Is a Hospital’s ‘Customer’?” introduced CMS, the Centers for Medicare & Medicaid Services, an organization unknowing to me. It’s amazing that neither patients nor physicians see patients as customers. Patients may not buy products as regular consumers do but they pay for provided services, making them customers. Not knowing this can be detrimental for hospitals, so I see how it was discovered that those hospitals that didn’t acknowledge this, were less successful reaching patient experience goals. It’s critical to know that you must improve patient care to improve patient experience, as the two correlate. However, as mentioned, it’s important to the find patient care satisfaction for each individual patient/customer. Allocating more resources for patient care is a very smart decision for hospitals as better resources equals better patient care results. And I definitely agree, “customer is always right,” is VERY problematic.
Businesses that have been successful retaining the business of their loyal clients have shown in time to consistently increase profits from their client data base. The impact of customer loyalty is impossible to lose. This white paper will analyse not only the meaning of customer satisfaction, but also some of the things that businesses need to consider in order to clearly define, measure, and merge this concept into ...
CUSTOMER EXPECTATIONS Healthcare premiums are expensive, so customers want to get as much for their money as they can. When a customer walks into a healthcare facility it is because they have medical concerns. Often those concerns are difficult for the customer to deal with. They expect employees in healthcare facilities to help and support them through their ordeal.
[12] timely2.com/TQM.htm, "timely2.com/TQM.htm," n.d.. [Online]. Available: http://www.timely2.com/TQM.htm. [13] T. F. Prosser, "When and Why Does Total Quality Management Work, and Why Isn't It Still Prevalent," n.d.. [Online]. Available:
Total Quality Management is a management philosophy driven by customer needs and expectations. TQM focuses on quality and builds a management method based on full employee involvement. Its aim is to achieve long-term successful management through long-term customer
If they are satisfied with you, they’ll bring in 10 more customers for you. Customer retention is never as easy as it sounds. Indeed, customer retention has turned as very challenging in today’s competitive fitness and health industry.
Commitment Theory - Trust is suggested by demonstrating that trust and commitment are two main aspects for measuring the relationship quality. By integrating the perspectives of different researches, quality is measured in terms of trust, commitment, culture, interdependence, and contact. Although there is no agreement on the components of the relationship quality, generally, satisfaction and trust have been accepted as two important factors for measuring the relationship (Chakrabarty et al, 2007). Service providers can make long-term and stable relationships with their customers through customer satisfaction and trust and ultimately attract their loyalty. Therefore, in this research, the focus is on trust and satisfaction from the customer's perspective and the relationship quality. Creating customer loyalty is the most important goal of conducting relationship marketing activities. Oliver (1997, p. 3) defines customer loyalty as "a profound commitment to a product or service that leads to repeat purchase of brand or the set of the brand in the future, surely with situational factors and marketing efforts that
we would be tempted to believe that is a simple, linear relation between satisfaction and loyalty. According the research of (Jones & Sasser Jr., 1995) , relation satisfaction and loyalty is different according to time and circumstances. Unless they are totally satisfied, there is always a chance you will see your customers be lured away (Jones & Sasser Jr., 1995).
Lawfer, M., R. (2004). Why customer come back: how to create lasting customer loyalty. United State of America: Career Press.