Recently in Growth and Profitability Strategies Category

Retaining patients, physicians, vendors, and partners is a the best and cheapest way to build a medical practice, hospital market, or health related service customer base. Bedrock principle, right? Not so fast say Timothy Keiningham (global chief strategy officer at Ipsos Loyalty) and Lerzan Aksoy (professor of marketing at Fordham University) in the Harvard Business Online Conversation Starters column - When Customer Loyalty Is a Bad Thing - which appeared on May 7, 2009. This short piece examines some aspects of customer loyalty that can suboptimize or sink business to customer or business to business enterprises. It struck me that some of these red flags could be useful to health care leaders as well...