Rethink customer experience
A company’s management team always assumes their customer service and experience are excellent, but are they really? In a purpose-driven, customer-focused marketplace the experience is vital to the success of your growth.
A 2010 Customer Experience Impact Report by Harris Interactive stated that 9 out of 10 customers would pay more to ensure a superior customer experience (The Experience, 2015).
Customer service is the most overlooked part of business operations. Everyone feels that they are good customer service providers and that their customer service works. However, an independent study of more than 200 U.S. organizations found that more than 60% of all customer service provided in America is average or worse (toxic). The average person with a complaint will tell roughly 16 others of their frustration, a domino effect that has only been magnified by current technology (The Experience, 2015).
It is therefore time to rethink your patient experience, the relationship building, and conversational etiquettes. With more competitors in the city and increasing direct and indirect competition it is vital for clinics to differentiate themselves.
Excellent patient experience as a differentiator is not a winner. It is a qualifier.
Companies struggle to differentiate themselves by quality, distribution, price, or service. Given patient demands each clinic is now becoming two parts, a digital health experience as well as an in-person clinic. Now the challenge that online retailers have significantly advanced their customer experience and service to make up for the lack of personal service or mitigate any inconvenience.
This raises the bar quite high as shoppers are now perceiving great customer experience as the norm. So, if your clinic provides “good” patient experience, you may be dissatisfying patients as the bar has been raised to “great”.
A transformative process
At Panel, we first mystery shop and understand your patient experience. Are you good, bad, or excellent? We work to understand the process your patients must take to book an appointment and to get a treatment. We then compare your service to your direct competitors by mystery shopping at their clinic.
Next, we lay out a plan to strategically surpass the competitors. This gives your clinic the competitive edge, your revenue to become self-sustainable and gives your patients something to talk about.
A new standard
At Panel, we help you create and deliver a unique standard of exceptional patient experience for both practitioners and clinicians. We do this by breaking down the following phases of experience: arrival, pre-treatment, treatment, post-treatment and departure. We overlay your brand experience and encourage everyone to be excited about providing a “wow” moment for your patients.
“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” (Author unknown). 5 star reviews are usually given only when someone has an exceptional experience. Our goal with your clinic is to ingrain exceptional patient experience until it becomes a habit. This entails recurring day-to-day activities that generates lengthy, colourful and heart-warming reviews.
As per the book, Compassionomics by Stephen Trezeciak and Anthony Mazzarelli (2019), it is scientifically proven that compassionate care offers all the following benefits:
1. Improving clinical outcomes for patients
2. Improving patient experience
3. Reducing health care costs
4. Reducing practitioner burnout
5. Clinic growth
A process that works
We believe that process is the foundation to success. Our process includes rigorous planning, insightful research, and strategic execution. We work with you as little or as much as you want, either way, we promise to never leave you out of the conversation. To learn more about our process head to the About Us page.
Quality over quantity
At Panel we don’t work with every clinic. Instead, we work with a select group to ensure they are successful. We ensure quality through the experience and acumen of our team. We also maintain a high standard of deliverables with our quality checks and process. Consequentially, if you are successful in the long run, then we will be too. Find out more about our commitment to quality on the About Us page.
A team that cares
We are a team of passionate and research-driven healthcare marketers with the collective ambition to strengthen your clinic’s marketing. We are also healthcare patients that have experienced the time and effort healthcare professionals place into their patient’s wellbeing. At Panel, we aim to extend your clinic’s marketing the same amount of care. Our team is comprised of experts who understand the multi-faceted and fast-paced world of healthcare marketing which is why we have been able to help clinics across Canada grow their patient base and market share.
Experience unlike any other
We have helped clinics of all sizes transform, accelerate, and disrupt sales plateaus. Our team, experience, and multi-media knowledge gives us the best insight to execute what will work for your clinic growth. Apart from healthcare, our team has worked with several other industries and business which has provided them the knowledge for what drives change and transforms businesses.
Let’s talk patient experience
Give us a call to learn more about how we can help your clinic create an exceptional experience for your patients!