Retaining customers in a managed care market. Hospitals must understand the connection between patient satisfaction, loyalty, retention, and revenue.

摘要: Traditionally, health care patients have been treated by professionals as people with needs rather than customers options. Although managed has restricted patient choice, choice not eliminated. The premise of this article is that are primary consumers. Adopting such a and developing an active customer retention program can help organizations change their culture for the better, which may lead to higher levels increased revenues. Customer programs based on service excellence empower employees provide excellent eventually larger market share trying survive era intense competition.