Emotionally Engaging Services: Enhancing Perceived Value and Customer Loyalty

 Evoked emotions play a significant role in shaping the perceived value of a service provided to customers. Emotions can significantly influence how customers evaluate and perceive the value they derive from a service experience. Here's an explanation of how evoked emotions impact the perceived value of the service:

  1. Emotional Engagement: When customers experience positive emotions during a service encounter, such as joy, excitement, or satisfaction, it enhances their emotional engagement with the service. Positive emotions create a sense of enjoyment and pleasure, leading customers to perceive greater value in the service provided. This emotional connection positively influences their perception of the service's worth and enhances its value proposition.
  2. Emotional Resonance: Services that evoke emotions that resonate with customers' desires, aspirations, or personal values are more likely to be perceived as valuable. When a service aligns with customers' emotional needs or...
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An Easy Way to Improve Patient Satisfaction

As a service industry, healthcare has many types of assets. Most appear on the balance sheet. However, the most crucial asset appears in the expense section of the income statement. Those assets are your people. Without people, the work of caring for patients stops. The quality of the care provided is threatened without happy people delivering that healthcare.

Employee satisfaction and happiness are of the utmost importance to you and your practice. Happy people are the ones who stick around and do a great job on your behalf. They are loyal and will stick with you even in bad times. They do so because they are committed to the mission and purpose of the practice and want to help take the organization to the next level. They are passionate or what you’re excited about. Investing in your people yields more significant intangible dividends that will push your practice to the next level.

Factors that Impact Employee Satisfaction

Many factors contribute to employee...

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The Rules of Time While Your Patients Wait for You

Waiting is inevitable. It seems very few things run on time. There usually is a little cushion unless my arriving flight is five minutes late, then the connecting flight leaves early. Part of my satisfaction as a customer and that of your patients is the time we spend waiting. More importantly, it is the emotions we feel while waiting.

As you work to improve the process of your clinic, consider these rules of time when dealing with queues in your practice. Manage the queues better, and I guarantee patient satisfaction will rise.

The Rules of Time

  1. The perceived waiting time is greater than the actual waiting time. We all do this. If the restaurant says, it'll be ten minutes for a table, at about five minutes I'm looking at my watch wondering what's taking so long. That's when my wife reminds me it's only been five minutes. However, it feels so long to me. I'm sure you've experienced the same thing. Remember, your patients who are waiting on you will experience the same time warp.
  2. ...
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