Getting new patients, more sales, long-term growth and high Return on Investment (ROI) – well the expectations from the digital marketing unit of Urgent Care Industry seem to be mounting (like other industries) and all you need to do is to find a reliable digital marketer who understands your industry and the digital marketing tactics that will work best in the urgent care industry.
You know how important it is to focus on customer retention, right? Well, according to a study from SaaS Capital Insight, “for every 1 percentage point increase in retention, a company’s valuation could increase 12% after five years”. By overhauling your retention process, you can drastically improve customer retention and rocket your company’s value while you do it. And what’s the most hands-on way to improve retention? By improving your onboarding process. This means tightening up how you guide new customers through those vital initial steps while they’re getting set up with your product. High-value customers need a high-touch approach — your account managers should get them set up with the features, demos, and support they need. But, a hands-on approach is difficult to track. If you’re onboarding five new clients with a small team and trying to juggle them all, that might be dozens of daily emails, meetings, calls, or even on-site visits. How do you track that? Sure, you could use a paper checklist or just a freeform text log of activity. But that wouldn’t scale well, or make the information visible to the rest of your team. The answer is to use a digital, cloud-based client onboarding process like the example from Process Street later on in this article.
"We created a 'Success Funnel' and used it to find the bottlenecks in our customer journey (where our customers got stuck the most). That way, we could focus all our Customer Success efforts on removing that bottleneck. By doing so we could maximize throughput of the funnel, which means more of our customers will achieve success faster."
Customer service is a powerful marketing lever that aids in both customer retention and customer activation, as well as acquisition and viral growth through satisfied customers telling others about your business. Here are the best articles on how to use customer service to grow your business, including articles on what customer success is and how it fits into your marketing and growth efforts.
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