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Clinic Sales & Marketing
Key Objectives:
• Reward Customer Loyalty
• Increase Customer Satisfaction
• Increase Access & Awareness
Clinic Sales & Marketing
Rewarding Customer Loyalty
Increasing Customer Satisfaction
Improving Access & Awareness
Reward Customer Loyalty
• Reward Customer Loyalty by building an active database
and making them feel special
• Breaking customers into regular & special
• All :Email Greetings during Festivals, New Year , Clinic’s
Anniversary
• Regular : Email Birthday & Anniversary Wishes
• Special : Small pack of specially wrapped chocolates during
B’day
• Reward Customer Loyalty by improving services and
introducing new services/products
• This will be done by profiling customers and understanding
them better
Reward Customer Loyalty
• Reward Special customers by invites to specific events
• Every Last Saturday/Sunday booked for a small session in
improving awareness of dental health & advancement in
dental technology
• Mobilizing the patient community for a social cause and
encouraging their participation ‘Bring your maid or her
children for subsidized treatment’
• % of Fees Devoted to a Social Cause based on 2-3 causes
supported by clinic like CRY
Memorabilia Ideas
• Typical stuff like Mugs, Pads
• Book on Quotes, Calendar with Quote of the Month
• Special type of tooth brush
Clinic Sales & Marketing
Rewarding Customer Loyalty
Increasing Customer Satisfaction
Improving Access & Awareness
Increasing Customer
Satisfaction by
Testimonials• The Clinic doctor/executives should engage with guests,
get testimonials
• Get Testimonials & Put them up
• Sharing with him/her a reference or a testimonial from an old
satisfied customer is a great way of putting all his doubts to rest
• Testimonial Wall
• Small booklet on dental health along with the mandatory
personalized checkup by Dr. Dinesh
Improving Customer
Satisfaction by Improving
People Capability
• Best Practice Highlights
• Customer Service Standards
• Standard Phrases
• Functional Standards
• Telephone Etiquette
• Standards Phrases
• Call handling
• Personal Grooming Standards
• Dress Code
• Personal Hygiene
• Creating Scripts
• Review Purpose
• Identify Situations
• Involve Staff
• Fine Tune
• Performer of the Month, Feedback of the Month
Improving Customer
Satisfaction by Measuring
Customer Feedback
• How well do you know your customers?
• Feedback Programme
• Satisfaction with service
• Residential and income profile
• Kids & their names, Occupation
• Daughter named Erica
• What percentage of your business is new vs. repeat?
• instruct your serves to at least ask the very simple question,
Have you been here before?
• Have you recommended to someone?
• How often do existing customers return, visit patterns
Clinic Sales & Marketing
Rewarding Customer Loyalty
Increasing Customer Satisfaction
Improving Access & Awareness
Increasing Customer
Awareness by Theme
Based Merchandisizing
• To improve awareness of existing customers through
effective internal merchandizing (posters, flyers, tent-
cards) focusing on a specific theme every month
• Merchandizing should carry a specific campaign/theme
• Merchandising should be inviting and encourage interest.
• Posters - Should always highlight the campaign
• Flyers sharing information on the various services offered
i.e. will be placed at the counter of the Clinic for all
customers to pick up
• Small Engaging Quizzes & Riddles can be developed
Increase Customer
Awareness by Online
Social Media
• Need to actively look at social media
• Need information which can be keyed by the data entry
person
• Information processed by us and updated on various social
forums by the data entry person
• Start an active blog on dental care
• Facebook page for the Clinic. Used as an updating and
enriching medium for existing/prospective customers
• Videos of machines and doctor presentation on Youtube,
with the patient’s permission
Increase Customer
Awareness by Online
Marketing
• Using Search Engine Marketing focusing on all related
keywords for person looking at say ‘ Dental Clinic in
Bandra’
• Register details on information portals like
www.Justdial.com & Yellow pages
• Quickr
• Sulekha Classified
• Register Clinic on any medical organization website that
provides details/contacts related to specific medical
requirements
• Healthcheck.in
• Establish differentiation from competition by recreating
Clinic online and facilitating community development
• Quality of website is indeed an indicator of the level of service
they can expect
• Showcase Clinic.
Contact Us
Sarvajeet Chandra
•+91 9920803060
•sarvajeet@theadiva.com
•sarvajeetchandra@gmail.com
•www.mastersungroup.com
05/17/13

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local neighbourhood marketing with an example clinic marketing

  • 1. Clinic Sales & Marketing Key Objectives: • Reward Customer Loyalty • Increase Customer Satisfaction • Increase Access & Awareness
  • 2. Clinic Sales & Marketing Rewarding Customer Loyalty Increasing Customer Satisfaction Improving Access & Awareness
  • 3. Reward Customer Loyalty • Reward Customer Loyalty by building an active database and making them feel special • Breaking customers into regular & special • All :Email Greetings during Festivals, New Year , Clinic’s Anniversary • Regular : Email Birthday & Anniversary Wishes • Special : Small pack of specially wrapped chocolates during B’day • Reward Customer Loyalty by improving services and introducing new services/products • This will be done by profiling customers and understanding them better
  • 4. Reward Customer Loyalty • Reward Special customers by invites to specific events • Every Last Saturday/Sunday booked for a small session in improving awareness of dental health & advancement in dental technology • Mobilizing the patient community for a social cause and encouraging their participation ‘Bring your maid or her children for subsidized treatment’ • % of Fees Devoted to a Social Cause based on 2-3 causes supported by clinic like CRY
  • 5. Memorabilia Ideas • Typical stuff like Mugs, Pads • Book on Quotes, Calendar with Quote of the Month • Special type of tooth brush
  • 6. Clinic Sales & Marketing Rewarding Customer Loyalty Increasing Customer Satisfaction Improving Access & Awareness
  • 7. Increasing Customer Satisfaction by Testimonials• The Clinic doctor/executives should engage with guests, get testimonials • Get Testimonials & Put them up • Sharing with him/her a reference or a testimonial from an old satisfied customer is a great way of putting all his doubts to rest • Testimonial Wall • Small booklet on dental health along with the mandatory personalized checkup by Dr. Dinesh
  • 8. Improving Customer Satisfaction by Improving People Capability • Best Practice Highlights • Customer Service Standards • Standard Phrases • Functional Standards • Telephone Etiquette • Standards Phrases • Call handling • Personal Grooming Standards • Dress Code • Personal Hygiene • Creating Scripts • Review Purpose • Identify Situations • Involve Staff • Fine Tune • Performer of the Month, Feedback of the Month
  • 9. Improving Customer Satisfaction by Measuring Customer Feedback • How well do you know your customers? • Feedback Programme • Satisfaction with service • Residential and income profile • Kids & their names, Occupation • Daughter named Erica • What percentage of your business is new vs. repeat? • instruct your serves to at least ask the very simple question, Have you been here before? • Have you recommended to someone? • How often do existing customers return, visit patterns
  • 10. Clinic Sales & Marketing Rewarding Customer Loyalty Increasing Customer Satisfaction Improving Access & Awareness
  • 11. Increasing Customer Awareness by Theme Based Merchandisizing • To improve awareness of existing customers through effective internal merchandizing (posters, flyers, tent- cards) focusing on a specific theme every month • Merchandizing should carry a specific campaign/theme • Merchandising should be inviting and encourage interest. • Posters - Should always highlight the campaign • Flyers sharing information on the various services offered i.e. will be placed at the counter of the Clinic for all customers to pick up • Small Engaging Quizzes & Riddles can be developed
  • 12. Increase Customer Awareness by Online Social Media • Need to actively look at social media • Need information which can be keyed by the data entry person • Information processed by us and updated on various social forums by the data entry person • Start an active blog on dental care • Facebook page for the Clinic. Used as an updating and enriching medium for existing/prospective customers • Videos of machines and doctor presentation on Youtube, with the patient’s permission
  • 13. Increase Customer Awareness by Online Marketing • Using Search Engine Marketing focusing on all related keywords for person looking at say ‘ Dental Clinic in Bandra’ • Register details on information portals like www.Justdial.com & Yellow pages • Quickr • Sulekha Classified • Register Clinic on any medical organization website that provides details/contacts related to specific medical requirements • Healthcheck.in • Establish differentiation from competition by recreating Clinic online and facilitating community development • Quality of website is indeed an indicator of the level of service they can expect • Showcase Clinic.
  • 14. Contact Us Sarvajeet Chandra •+91 9920803060 •sarvajeet@theadiva.com •sarvajeetchandra@gmail.com •www.mastersungroup.com 05/17/13