Last week saw the annual Customer Experience Management (CEM) summit at the brand new conference centre at Century City. RecoMed was proud to be one of the 440 delegates to join fellow professionals from across the country at Africa’s largest customer experience summit to address the rise of the customer experience economy.
There’s no doubt managing the customer experience is the “new” golden pass – it’s been around for years, but only recently attracted the attention it deserves – to achieving customer loyalty and retention. The key here is to cultivate a consistent customer experience and brand persona throughout the entire organisation (as opposed to relying only on your customer service or front-end staff). What does all of this mean to medical practitioners? I included a couple of learnings below that apply:
Customer retention is five times easier than attracting new customers