How 'Wowed' Are Your Patients?

Huff, Charlotte
November 2007
H&HN: Hospitals & Health Networks;Nov2007, Vol. 81 Issue 11, p53
Trade Publication
This article reports on the growing number of U.S. hospitals that gives more emphasis on patient loyalty over satisfaction. Identification of what inspires patient loyalty can more effectively boost a hospital's market share, as well as its bottom line. Patient loyalty measures are providing some additional illumination in today's competitive marketplace. Data also indicate that loyal customers are less price-sensitive and more forgiving of a single poor experience once they have been emotionally hooked, Scott Simmons of Callup Healthcare Group says.


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